Transformation Leader

As a seasoned professional, you'll have the opportunity to shape the future of work by driving innovation and change within our organization. Our dynamic environment is perfect for those who thrive in fast-paced, tech-driven settings and are passionate about solving real-world problems.

Our team is dedicated to delivering lasting value for leading enterprises globally through our deep business knowledge, operational excellence, and cutting-edge solutions. We empower our employees to create tomorrow today by leveraging data, technology, and AI.

The role requires strong analytical and continuous improvement skills, with a focus on service delivery, people development, and client-focused problem-solving. If you're a creative thinker and excellent communicator who excels in collaborative environments, this could be your ideal opportunity.

• Achieve KPIs / SLAs contractually agreed with clients while continuously improving performance benchmarks.
• Analyze data and trends to implement projects/initiatives for continuous improvement based on Lean Six Sigma methodologies.
• Own the implementation and delivery of the Operational Excellence Framework, including Visual Management System.
• Utilize capacity management tools to make scheduling decisions.
• Ensure teams have access to all operational resources (e.g., IT, Facility, Training).
• Own the creation, update, and maintenance of Standard Operating Procedures and Knowledge Management tool.
• Direct and determine reporting for clients and Genpact management for Operations review.
• Identify problems/issues in Operations and develop mechanisms to communicate, track, and resolve them in a timely and structured manner.
• Display client handling skills to ensure successful NPS scores and customer satisfaction.
• Be part of the client organization to drive improvement projects; own and hold periodic reviews with clients on Operational performance.
• Ensure diligence and responsiveness on client asks/requests.
• Drive Compliance initiatives in partnership with HR, IT, Infosec and facilitate process audits; ensure risk and vulnerabilities identified are addressed.
• Profitability: Input and maintain data in HR and Finance related tools to ensure right billing; drive productivity improvements within operations.
• Identify and develop new opportunities for revenue enhancement or cost reduction.

• Ability to perform well in highly dynamic, rapidly changing environments. Creative, outside-the-box thinker and strategist.
• Excellent communication and presentation skills. A team player and collaborator.
• Proficient level of English. This job will require working in a normal shift, Monday to Friday.
• Lean Six Sigma Certification and/or enabling function experience (e.g., WFM, HR, QTP) is a plus.
• Experience identifying and implementing process improvement opportunities within operations to drive business outcomes.
• Experience managing and growing global teams in partnership with internal and client stakeholders.
• Experience working across a global multicultural and multilingual team, tackling problems, and designing business solutions.
• Experience in any process improvement framework or process maturity models in design and execution.
• Experience communicating with, influencing, and presenting to a variety of audiences, including global cross-functional leaders.

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.
• Make an impact – Drive change for global enterprises and solve business challenges that matter.
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities.
• Work with the best – Join a team of bold thinkers and problem-solvers who push boundaries every day.
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness — built on integrity and inclusion — allow your ideas to fuel progress.
• Come join us and take your career in the only direction that matters: Up.
• Let's build tomorrow together.