Title : AVP - Process Excellence (Sales Operations) - BPO / ITeS / GBS / GCC

Location : Hyderabad

Roles & Responsibilities :

- Continuous Improvement & Innovation:

Develop and lead the implementation of Lean Six Sigma methodologies to streamline processes, eliminate waste, and enhance quality.

- Establish a maturity framework for operational excellence, driving standardization and improvement across GBS.

- Identify and execute opportunities for innovation within processes and operations to increase value and efficiency.

- Automation & Technology Ownership:

Oversee the integration of advanced automation tools and technologies to optimize workflows and reduce manual effort.

- Collaborate with IT and other stakeholders to manage technology ownership and ensure seamless implementation.

- Drive the realization of automation benefits by aligning initiatives with business goals.

- Process Management & Governance:

Lead efforts to strengthen process management frameworks, ensuring end-to-end ownership and accountability.

- Develop and maintain risk and controls frameworks to mitigate operational risks and ensure compliance.

- Establish governance models and reporting mechanisms to track progress and impact.

- Cross-Functional Collaboration:

Work closely with Service Management, Program Management Office, and Center Leadership teams to align operational goals with broader GBS objectives.

- Provide leadership and guidance in fostering collaboration and knowledge sharing across functions and geographies.

- Serve as a key point of contact for operational excellence initiatives across the organization.

- Outcome Delivery:

Ens- ure delivery of measurable outcomes, including improved quality, efficiency, and customer satisfaction.

- Drive transparency in service delivery through robust governance and reporting mechanisms.

- Collaborate with stakeholders to align operations with organizational goals, enabling value realization and operational alignment across geographies.

Education Qualification / Work Experience & Skills :

- PG / MBA / Graduate with 13+ years of experience of with 8+ years of experience in operational excellence, process improvement. Preferably in a GBS or a BPO organization

- Certified Black belt Six Sigma with Deep expertise in Lean Six Sigma methodologies and operational excellence principles.

- Working with senior level of the organisation. Partnered with client organisations in driving and delivering change

- Proven track record of leading large-scale process improvement and automation initiatives in a global, matrixed environment.

- Experience in managing risk and controls frameworks and driving operational compliance.

- Strong understanding of automation technologies and tools, with the ability to drive technology-driven process improvements.

- Excellent leadership and collaboration skills, with the ability to influence cross-functional teams and stakeholders.

- Analytical mindset with strong problem-solving capabilities and attention to detail.

- Outstanding communication and presentation skills, with the ability to clearly articulate complex concepts to diverse audiences.

- Ability to manage multiple stakeholders

- Problem-solving skills

- Commitment to Quality

- Good working knowledge in High Tech industry