Responsibilities: Interact with internal clients to understand key business priorities and identify opportunities.Direct the identification of gaps and transformation improvements in various processes.Develop and execute key process excellence, automation, and digital transformational project roadmaps for aligned businesses to deliver contractual/non-contractual productivity, customer experience, and P&L impacts as agreed with the business.Lead medium to high impact projects using Lean Six Sigma, automation, and transformation methodologies.Provide innovative leadership driving quality performance in automation projects.Utilize problem-solving and root cause analysis where necessary.Lead value stream mapping and problem-solving ideation workouts with aligned businesses.Monitor and audit deployed processes for effectiveness and efficiency.Participate in process and digital ideation events and set up visual management of dashboards and metrics.Generate business impact for clients using continuous improvement methodologies and frameworks.Act as a cultural change agent, driving robust governance with stakeholders and conducting risk assessments.Collaborate with various departments, offshore/onshore support personnel, and vendors to meet business needs.Demonstrate outstanding interpersonal and communication skills to communicate across various levels of associates within a highly matrixed organization.Work efficiently in a team setting as well as independently.Competencies Needed: Good project management experience in designing and driving small to medium scale improvement and transformation projects.Excellent problem-solving and analytical mindset.Good knowledge of automation, robotics, and other digital technologies.Ability to come up with creative solutions to address customer needs.Effective engagement with senior leadership, customers, and personnel at all organizational levels.Ability to work independently with a sense of urgency.Critical thinking and accountability.Good leadership, consultative, and partnering skills.Openness to new ideas and diverse cultures.Relevant experience in the design, implementation, and administration of digital transformation projects.Domain SME preferred in contact center operations; a good customer service/collections operations background would be an advantage.
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