The Operational Excellence Lead is a key leadership role within the Office of the COO, responsible for driving continuous improvement, innovation, and process optimization across Global Business Services (GBS). This role is critical in implementing Lean Six Sigma principles, managing automation initiatives, and building a robust maturity framework to ensure quality, efficiency, and customer satisfaction. The role focuses on governance, risk, and process controls while fostering a culture of operational excellence within the organization.

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

• Ensure 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.

Key Outcomes

• Enhanced operational efficiency through streamlined processes and optimized workflows.
• Delivery of measurable improvements in quality, customer satisfaction, and transparency.
• Establishment of a robust maturity framework for continuous improvement and innovation.
• Seamless alignment of operational excellence initiatives with organizational goals and objectives.

Education

• Bachelor’s degree in Business, Operations Management, Engineering, or a related field.
• Lean Six Sigma certification (Black Belt preferred) is required.

Experience

• Minimum of 8-10 years of experience in operational excellence, process improvement, or a related role. Preferably in a GBS or a BPO organization
• 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.

Skills & Competencies

• Deep expertise in Lean Six Sigma methodologies and operational excellence principles.
• 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.