[Hiring] R2R Operations Excellence Lead @Sales Consulting

Role Description

Oversees the identification, implementation, control, and sustainability of Continuous Improvement (CI), Digital, and Innovation initiatives within the R2R tower.

• Requires flexibility in working hours to ensure alignment with US time zones for effective global coordination.
• Occasional travel to other GBS Centers is expected to facilitate collaboration and knowledge-sharing.

Responsibilities

• Lean & Six Sigma Methodologies Implementation
  • Oversees the ongoing training, testing, and certification of employees in Lean and Green Belt methodologies.
  • Manages the annual maturity assessment for R2R processes, ensuring continuous framework improvements, guiding teams through the scoring phase, and delivering actionable recommendations for implementation.
• Process Management & Governance
  • Collaborates with the R2R GPO to identify and drive process improvement opportunities.
  • Oversees governance with Ops Excellence Ambassadors within Service Delivery teams, facilitating an ecosystem that prioritizes improvement ideas into "Just do it" actions, Lean projects, and Green Belt initiatives.
• Automation Ownership Across R2R Processes
  • Responsible for developing a comprehensive Automation Roadmap to enhance process efficiency.
  • Collaborates with business analysts and developers to ensure automation initiatives are aligned with strategic business goals, driving measurable benefits.
• Cross-Functional Collaboration in the R2R Tower
  • Partners with Service Management, Program Management Office, and Center Leadership teams to ensure operational goals align with broader GBS objectives.

Personal and Social Skills

• Demonstrates strong results orientation by improving processes and executing tasks correctly.
• Challenges existing approaches and identifies opportunities for innovation.
• Understands business complexity and anticipates future needs.
• Develops, mentors, and motivates people.
• Shares expertise and collaborates with stakeholders to develop innovative solutions.
• Demonstrates ethics, integrity, and accountability.

Qualifications

• Bachelor's degree in Business, Operations Management, Engineering, or a related field.
• Lean Six Sigma certifications: Lean and Green Belt (mandatory).

Requirements

• 8–10 years of professional experience, ideally within a GBS or BPO organization.
• 4–5 years of expertise in operational excellence, process improvement, or related functions, preferably with previous experience as a Lean Six Sigma Black Belt.
• Demonstrated Project and Change Management skills, with the ability to handle multiple tasks.
• Project Management degree, diploma, or certification would be an advantage.
• Proficiency in systems such as MS Project, Minitab, and Mural would be a plus.

Company Description