Director - Growth Innovation Excellence Hub - KPO

Job Overview

GIX is the Centre of Excellence (CoE). The role will involve the day-to-day management of GIX operations including overall delivery responsibility, quality, and cost control, onboarding new processes into the CoE. A successful incumbent in the role will be able to deliver high quality services with a consistent period-over-period improvement in key metrics such as quality, turnaround time, cost of produce, coverage, and stakeholder satisfaction. The success of GIX is critical to Company's objectives of delivery of a high-quality product and continued margin expansion.

Responsibilities and Duties:

- Leadership of a multi-location ~200 FTE team engaged in data and related processes.

- Design processes and re-engineer them where necessary to meet SLAs

- Lead in service delivery based on SLA metrics such as quality, cost, turnaround times

- Implement best practices in service delivery including Lean, Agile, Six Sigma, Kaizen etc.

- Build and maintain relationships with customers both internal and external

- Develop, knowledge, skills, capabilities, and experience in the teams that allows for broader and newer service offerings and hence new processes to be onboarded into GIX

- Build an understanding of the knowledge processing/ service delivery industry and look to implement industry best practices.

- Foster a culture and practice of innovation within the organization by facilitating, mentoring, and coaching innovative thinkers in the organization.

- Build divisional strategy, planning, financials, forecasts, capacities, and capabilities.

- Manage, develop, and nurture human capital by appropriate hiring practices, upskilling and development programs, feedback and performance programs and engagement and retention programs.

Qualifications

- Master's in management or higher.

- 12+ years

- Process management, People management, Quality Control, Business Process Re- engineering, Digital Transformation, Data & Analytics, Change Management, Financial, Equity & Fixed Income research, Industry Research & Benchmarking, data management and governance

- Self-driven, visionary,

- Lean, Six Sigma, PMP, Prince, Scrum Alliance