Director - Operational Excellence, Automation & Transformation

We are seeking an accomplished, commercially astute and transformation-driven leader to spearhead operational excellence, business process optimisation, automation and continuous improvement across the organisation's regional contact centre operations.

Key Responsibilities

Regional Transformation & Operational Excellence

• Develop, lead and govern a regional transformation portfolio aligned with the organisation's strategic priorities and operational roadmap.
• Drive the implementation of operational excellence initiatives focused on productivity improvement, cost reduction, service quality and operational efficiency.
• Lead Lean Six Sigma, COPC and other process improvement initiatives across contact centre operations.

• Lead end-to-end process optimisation initiatives to improve operational productivity, quality, cost efficiency and cycle times.
• Champion the application of Lean Six Sigma methodologies and structured problem-solving techniques to address operational challenges.
• Establish and manage a continuous improvement framework, ensuring that improvement initiatives are identified, prioritised, implemented and measured.
• Oversee process mapping, process mining and root cause analysis to identify inefficiencies and opportunities for sustainable improvement.

Performance Management & Business Impact

• Establish performance measurement frameworks to track the impact of transformation initiatives on productivity, service quality, cost and operational performance.

• Provide regular progress updates and performance reports to Executive Management on the regional transformation portfolio.

• Drive cost optimisation initiatives, including the review and rationalisation of operational overheads.

Capability Building & Change Management

• Develop internal continuous improvement capabilities by establishing and implementing Lean Six Sigma Green Belt and Yellow Belt development programmes.

• Build and mentor a network of process improvement champions across Operations, Quality, Workforce Management (WFM), Finance and Human Resources.

• Provide technical guidance and mentorship on process improvement methodologies, root cause analysis and performance optimisation.

• Champion organisational change management to support the adoption and sustainability of new processes, systems and ways of working.

Automation & Digital transformation

• Own and drive the organisation's automation pipeline, identifying opportunities to automate repetitive, manual and resource-intensive processes.

• Drive the centralisation and standardisation of Power BI reporting and operational performance dashboards to enhance data visibility and decision-making.

• Partner with IT, Operations and other business functions to implement technology-enabled solutions that improve operational efficiency and service delivery.

Academic and Professional Qualifications

• Bachelor's degree in industrial engineering, Business Administration, Operations Management, Information Technology or a related field.

• Master's degree in business administration, Operations Management or a relevant discipline will be an added advantage.

• Lean Six Sigma Black Belt certification is required; Master Black Belt certification will be a distinct advantage.

• Additional qualifications in project management, business process management, automation or digital transformation will be desirable.

Experience and Competencies

• At least 10 years' relevant experience in operational excellence, business transformation, process improvement or operational management, preferably within a contact centre, Business Process Outsourcing (BPO) or large-scale service operations environment.

• Demonstrated experience leading regional or multi-country transformation and operational improvement programmes.

• Proven track record of delivering measurable productivity improvements, cost savings and process efficiencies.

• Practical experience in Lean Six Sigma methodologies, process mapping, root cause analysis and continuous improvement.