Transformation Expert

1 day ago

Cebu City, Central Visayas, Philippines beBeeBusiness Full time ₱3,500,000 - ₱5,000,000
Enterprise Transformation Lead

The Enterprise Transformation Lead will oversee global BPO operations' cost reduction, process efficiency, and quality improvement initiatives. This individual will align transformation projects with strategic business objectives, driving outcomes around productivity, utilization, SLA adherence, and customer experience metrics.

Key Responsibilities:
  • Develop and lead large-scale enterprise transformation programs.
  • Align transformation initiatives with strategic business objectives.
  • Identify and implement machine learning, generative AI, NLP, predictive analytics, and automation use cases.
  • Collaborate with internal data science, product, and engineering teams to develop AI/ML solutions.
  • Apply Lean Six Sigma methodologies to redesign workflows, eliminate waste, and reduce variation in critical processes.
  • Conduct value stream mapping, root cause analysis workshops, and process simulations to uncover optimization opportunities.
  • Develop and track transformation KPIs like Average Handle Time, Turnaround Time, Idle Time, Utilization, Attrition, and Forecast Accuracy.
Requirements:
  • Bachelor's degree in Engineering, Computer Science, or a related field (Master's preferred).
  • Six Sigma Black Belt certification (mandatory).
  • 12+ years of experience in BPO/KPO/Shared Services, with proven ownership of large-scale transformation projects.
  • 5+ years of experience leading AI/ML initiatives, with demonstrable understanding of model lifecycle, deployment, and AI governance.
  • Proficient in tools like Python, SQL, Power BI/Tableau, and exposure to AI platforms.
  • Strong command over automation technologies.
  • Deep understanding of BPO metrics and operational challenges in domains like CX, Finance and Accounting, Risk Management, and Content Operations.

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