Head - Talent Transformation-Common TRG

rimary Job Responsibilities:

• Identify and scope key process improvement opportunities within Travel Domain Customer Service / BPO Operations Voice, Chat, Back-office.

• Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes).

• Preference to candidates who have supported, Travel, e-commerce, customer service processes in Process Excellence capacity

• Strong understanding of contact centers and multi-service channels

• Lean/ Six Sigma Black Belt Certification through a recognized, national organization

• Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation

• Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management).

• Strong problem-solving, analytical and quantitative skills

• Demonstrated ability to guide and manage business change and transformation projects

• Ability to analyse qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.

• Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics.

• Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments.

• Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking.

• Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment

• Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing.

• Enhance process capability from the current base-line of key metrics through process improvement methodologies

• Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives.

• Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical

• Active participation in WBR/MBR/QBRs with internal stakeholder & clients

• Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements

• Manages Client expectations and ensures Client satisfaction.

• Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives

• Experience / knowledge in RPA, automation and digital operations preferred

• Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements

• Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation

• Capability to conduct workshops on Process Excellence Tools Techniques

• Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations

• Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment

• Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances