Skip to content

Operations Excellence Director

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Support the Transformation and Operational Excellence Leader in executing the Operational Excellence strategic initiatives of the Shared Services by leading process and performance improvement projects.
  • Drive operational excellence projects assigned by the Transformation & Operational Excellence Leader
  • Scope of operational excellence projects involving performance improvement typically include but may not be limited to the following key operational metrics: CSAT, tNPS, Service Level, TAT, Backlog, AHT, APT, Productivity, Utilization, Costs, Quality, etc.
  • Scope of operational excellence projects involving process development and design, process improvement/ re-engineering and process deployment typically include but are not limited to: operational management standards, training & skills verification for key frontline staff, workforce management, quality & transaction monitoring, etc.
  • Lead the identification of key opportunities through a data-driven Baseline Review using the GBS Operational Excellence Assessment approach
  • Lead the designing of structured approaches and processes based on the GBS Operational Excellence Framework
  • Accountable for ensuring that process discovery sessions and data analyses are appropriate and sufficient to deliver the project objectives
  • Accountable for ensuring that the appropriate framework and tools are used to improve identified process and performance issues/opportunities such as the GBS Operational Excellence Framework, DMAIC, 7 Quality Tools, Statistical Analysis, A3, Design Thinking, etc.
  • Leverage on industry & technical expertise and on the GBS Operational Excellence Framework to provide value-added recommendations during the delivery of projects
  • Lead the development of project deliverables including status reports, Baseline Review Management Readout, Process Maps, Data Analysis, Implementation Plan, etc.
  • Facilitate high-impact Management Readouts to stakeholders to discuss key opportunities and recommendations
  • Responsible for engaging with stakeholders through a collaborative consulting approach and timely status reporting on operational excellence projects
  • Track benefits / performance improvement from deployed Operational Excellence projects
  • Lead the development of the GBS Operational Excellence Framework
  • Facilitate management trainings and awareness sessions to educate leaders on the GBS Operational Excellence Framework
  • Conduct LEAN Sigma workshop and provide mentorship to operations leaders and/or process experts during their LEAN Six Sigma projects
  • 10+ years of relevant experience in leading process and performance improvement projects
  • Hands-on knowledge and application of the LEAN methodology and/or other Process Management and Optimization approaches, methodologies and tools (COPC, 6 Sigma, BPM, etc.)
  • Six Sigma Greenbelt Certified is a must (Blackbelt is a plus)
  • Has experience leading a greenbelt or blackbelt standard projects related to transformation/process improvement
  • Has the ability to articulate the impact of the project to financials and customers
  • Strong management experience (minimum of 5 years)
  • Knowledgeable of Agile methodology
  • Has executive presence (able to meet with Segment leaders from Canada, North America, and Asia)
  • Exposure to different systems used in BPOs/Global Business Centers such as workforce management systems, quality monitoring systems, reporting & analytics, etc.
  • Certified Project Management Profession (PMP), Certified COPC Implementation Leader or SAFe Agilist Certified is a plus but not required
  • Flexible/ Currently work from home