Transformation Director

Title : Director - TransformationLocation : GurgaonDomain : Order Management Product Fulfilment (Hi Tech industry)Number of Position : 1Qualifications : Bachelor’s degree/Post Graduate degree, LSS certification (BB preferred)Experience- 15+ years domain knowledge in Hi Tech Industry - BPO/GBS service industry experience - 10+ years in Transformation and Quality roleSkills and Experience Required- Experience in Building Quality Frameworks independently within Hi Tech function preferably or OTC and smooth implementation and adherence - Knowledge of Quality Monitoring process and system - Relevant experience in Lean and Digital Transformation, knowledgeable about tools and platforms used in Hi Tech engagements in mid-size to large Global clients - Hands on experience on process diagnostic study, VSM, lean techniques, brainstorm solutions - Good analytical skills to drive meaningful conversations using insights from data - Knowledge and hands on deployment experience in Agentic AI, GEN AI solutions is a must - Hands on presentations for senior leadership, advanced MS-Office (excel etc.) - Preferred BB certification in Lean Six Sigma from Recognized Institutions - Strong Communication and storytelling skills, should have experience in managing senior stakeholders (External & Internal) and be able to influence decisions - Should have prior Team management experienceRoles & Responsibilities- Lead Quality Assurance and Process Excellence function, ensuring compliance with global regulatory standards - Develop a robust Quality Control Framework and ensure implementation, adherence and effectiveness of audits conducted - Institutionalize strong Governance Structure and operational mechanisms to embed quality and innovation as part of the BAU deliverables and ensure seamless operations - De-Risk operations through deployment of Risk Control & Best Practice framework, best in class Digital solutions - Ensure Quality sampling methodology is effective and Quality checks as per defined framework ensuring feedback and consequence management is in place - Optimize resource capacity, inter agent variation within Delivery and QA - Own and deliver on committed efficiency improvement in engagement through CI - Independently lead high impact projects to deliver prioritized business outcome and value delivered - Identify Digital led transformation opportunities and bring best practices from existing relationships - Institute a reporting mechanism and strong governance for measurement and reporting - Anticipate and highlight challenges for resolution to avoid disruption to operations and client business - Client satisfaction/ dissatisfaction measurement & analysis through independent surveys. - Mentor and build LSS DNA in the operations environment

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