Job Description:
• Design and implement global service excellence strategies.
• Lead cross-functional transformation projects, optimizing workflows and service delivery.
• Promote a culture of continuous improvement and operational agility.
• Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making.
• Coach teams on best practices in service quality, process standardization, and change management.
• Champion digital tools and automation to enhance service efficiency.
• Ensure compliance with SLAs, regulatory requirements, and internal quality standards.
• Foster knowledge sharing and operational consistency across regions.
• Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance.
• Serve as the voice of the customer, advocating for client needs at the executive level.
Requirements:
• Bachelor’s degree in HR, Organizational Development, Business, or related field.
• Minimum 5 years in operational excellence, process improvement, or transformation leadership, preferably in financial services, fintech, or complex B2B organizations.
• Essential: Service excellence and operational transformation.
• Data-driven decision-making and analytics.
• Change management and process standardization.
• Essential: Leadership of cross-functional teams.
• Strategic consulting and stakeholder management.
• Continuous improvement mindset.
Benefits:
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