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.
Leading financial services multinational
Requisitos mínimos
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.
