Transcom

The Sr. Manager/Director Opx is a strategic leader responsible for the comprehensive planning, design, and execution of Operational Excellence strategies across the region. This role will focus to

• Improve transparency around performance challenges and actions
• Raise the level of dialogue into Regional Operational review calls
• Continue, and expand, existing Opx Operational review calls across the region
• Improve visibility to KPIs through the deployment or enhancements of global dashboards
• Develop & Improve relationships and cadence with Ops & Support teams
• Report out Outcomes/Results to the Regional CEO on a set frequency

The Sr. Manager/Director Opx also plays a critical role in driving continuous improvement, supporting the implementation of innovative Agent and Customer Experience Transformation solutions, business case/impact analysis, and supporting the organization’s scalability and growth through data-driven insights and operational leadership.

Performance Management

• Effectively Project Manage diversified KPI’s improvement projects. Tightly establish the Governance Structure to ensure action items are tied to valid root causes, owners, and timelines
• Ensure Execution Scorecard is implemented and published per the agreed frequency. Validate effective execution is resulting in Financial margin improvements and growth. Actively participate in all growth-related initiatives
• Be an advocate for change. Utilize Six Sigma, COPC, and other methodologies to identify, manage projects, and drive projects accordingly
• Oversee daily operational activities through audits, shadows, and assessments to identify opportunities to improve productivity & service levels via process improvement and/or automation
• Analytics & insights around specific gaps identified, recommendations, and associated risks (Objective, problem, complication, solution)
• Engage operations and support functions for gap closure action items and interventions e.g. Decile & Quartile management. Ensure all feedback is managed through a closed-loop process
• Engage operations for the creation of bridge goals for Focused metrics (not restricted to) with the help of validated action items & their associated impact. Continuously monitor the progress of action items, report back impact realization, or Escalate if action items are not executed/show no impact
• Effectively present and respond to clarifications requested by Ops Client Account Leaders/Business Operations Leaders/Client Service Managers/Directors and Support Functions
• Generates, interprets, and sends compliance reports on operational processes/action plans
• Proactively look ahead at future activities, projects, and events and anticipate needs, problems, and possible outcomes
• Co-ordinate with Learning & Development to monitor/track the completion of needed trainings and intervention
• Document each minute of the meeting, discussion points, and action items. Ensure working/supporting documents are stored at the shared location for reference

People Management

• Handles and resolves resistance of the teams to change as it involves conflicting views and opinions
• Capability to train and conduct workshops in Quality Tools, Kaizens, Lean and COPC Best Practices etc.
• Foster a culture amongst training/workshop participants to leverage the learning towards improving performance of the focused KPI’s resulting into Financial margin improvement and growth

Process Improvement

• Drive continuous improvement onsite/Work at Home working closely with cross-functional teams and key stakeholders resulting in Financial Margin/s improvement and growth
• Manage Lean Six Sigma/Lean Projects associated with Operations and Support process improvement activities
• Help develop, foster, and drive a culture of Lean Six Sigma and COPC throughout the company
• Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization
• Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma and COPC

Technical

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.
• Remain compliant with the relevant business regulatory requirements

Business Development and Sales Support

• Effectively present best in class Operational Excellence practices as per Strategic direction shared by Business Development and Sales teams
• Demonstrate how Operational Excellence practices would help potential clients accomplish their strategic vision and expectations from Transcom

What we are looking for:
To be successful in this role you must…

• Preferably a university graduate (external), or at least with a secondary school diploma
• Preferably a Green Belt or Black Belt certified
• Has excellent communication skills
• Someone who has an Intermediate/High-level Knowledge of Excel, Word, and Powerpoint (Gsuite)
• Minimum 7+ proven experience in Process Improvement, operational management or in the performance of similar functions
• Minimum 3+ proven experience in leadership positions.
• Proven experience in coordinating multiple engagements at the same time.
• Experience with Lean, Six Sigma, COPC, or similar continuous improvement methodologies.
• Familiarity with labor laws, compliance standards, and risk management as it pertains to Operational Management
• Background in customer service, contact centers, or related operational environments.