Operational Excellence Lead
2 weeks ago
At Black Pen Recruitment, we are seeking an exceptional Operational Excellence Lead to join our team. This role is a unique opportunity for an experienced professional to drive process improvements and lead strategic initiatives that will have a direct impact on the company's success.
About the RoleThe successful candidate will be responsible for developing and executing the strategic plan for operational excellence, aligning operational activities with financial targets and performance indicators. They will identify and implement cost optimization initiatives and best practices across the value chain, leading and mentoring a team of operational excellence professionals to drive performance improvements.
Foster a culture of continuous improvement and operational excellence throughout the organization, participate in all deals to provide strategic inputs on the overall operational structure, and provide insight into financials and ways to improve them.
Key responsibilities include standardizing core project management deliverables across the board, guiding on clarity of roles and responsibilities between multiple functions for clear segregation of duties, and reducing pressure on the operations team during implementation.
Other key responsibilities include reviewing current practices for operational metrics, creating analytical insights for areas which need reconsideration, exploring reporting mechanisms for each of the operational metrics, and overseeing the performance of operations for potential enhancements to service level agreements (SLAs) and key performance indicators (KPIs).
Requirements- Minimum 13 years work experience; preferably from BPO background
- Previous international Voice experience
- Possesses necessary knowledge of business concepts to effectively perform the job
- Should have managed Teams for at least 3 years
- Commit to achieving specific objectives and take ownership for accomplishing them.
- Proven experience in stakeholder management with the ability to effectively communicate and collaborate with internal and external stakeholders.
- Excellent team management and leadership skills with the ability to inspire and motivate team members to achieve their full potential.
- Strong project management skills with the ability to manage multiple projects simultaneously and deliver results within established timelines.
- Exceptional communication and presentation skills with the ability to convey complex information in a clear and concise manner.
- Demonstrated ability to operate with minimum supervision and take initiative to drive initiatives forward.
- Should be familiar with MS Office
- Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
- Responsible for handling high volumes of transactions.
- Effectively balances quality, timeliness, and productivity standards
- Result orientation
- Listening and comprehension skills
- Questioning and reasoning skills
- Customer service focus and telephone etiquette
- Ability to multitask, prioritize, and manage daily work activities
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