Head of Operational Excellence

• Design and implement service excellence strategies to enhance customer experience, streamline operations, and improve service delivery.
• Lead cross-departmental initiatives focused on optimizing workflows, reducing service lead times, and increasing operational agility.
• Promote a culture of continuous improvement.
• Collaborate with senior leadership to align operational improvements with business objectives and client expectations.
• Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making.
• Coach frontline and back-office teams on best practices in service quality, process standardization, and change management.
• Champion digital tools and automation to enhance service efficiency and reduce manual effort.
• Ensure compliance with service-level agreements (SLAs), regulatory requirements, and internal quality standards.
• Foster knowledge sharing and operational consistency across service lines and geographic locations.
• Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance.

• Proven experience in operational excellence or process improvement leadership roles within the services sector.
• Strong background in strategic consulting (Tier1 firms, Director & up levels) or similar environments, with a track record of leading complex transformation initiatives.
• Deep knowledge of continuous improvement methodologies.
• Excellent analytical, communication, and stakeholder management skills.
• Experience leading cross-functional teams and driving organizational change.
• Familiarity with digital transformation and service automation tools is a plus.
• Bachelor's degree required; MBA or equivalent advanced degree preferred.

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