Quality & Performance Director

3 days ago

Lucena City, Calabarzon, Philippines NTT DATA North America Full time ₱1,500,000 - ₱2,500,000 per year

Role Overview
BPO Quality and Business Transformation Director plays a critical role in transforming end-to-end business processes to ensure that the business objectives of both NTT DATA and Customers are met. The role involves closely working with internal business leaders and customers to determine focus areas for business transformation, initiatives projects for those project areas and driving the projects to closure

Role Responsibilities

  • Assumes leadership role as the Business transformation consultant
  • Directly interfaces with Customers, key leadership and functional experts providing insight and advice on Business Process Improvement approaches to strategic business challenges
  • Ensure that business stay current in the domain and technology trends through internal and external benchmarking activities.
  • Incorporates the use of Business Process Improvement Methodology and Tools into current business management processes
  • Drive initiatives involving process study and drive transformation initiatives at customer sites
  • Influences projects and business improvement initiatives to directly contribute to stated strategic objectives.
  • Acts as a coach on effective use of Business Process Improvement Methodology and Tools.
  • Manages internal training and certification related to the Business Process Improvement for continued learning and organizational capability development.

Requirements:

  • Academic: Bachelor's degree / equivalent work experience.

  • Professional experience:

  • Overall experience of 15 years with relevant experience of min 6+ years on Business Transformation

  • Experience in handling business improvement process initiatives working closely with customers

  • Experience in the US insurance industry and contact center operations preferred

Competency:

  • Six Sigma Master Black belt / Black belt
  • Knowledge in latest trends in technology including AI / Gen AI
  • Good conceptual and analytical skill
  • Excellent communication skills, both written and verbal

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