Our client is a leading global analytics and digital solutions and digital operation company - tailoring solutions that make the most of data to make better business decisions and drive more intelligence into increasingly digital operations. Their expertise in transformation, data science and change management help make their clients business more efficient and effective, improve customer relations and enhance revenue growth.About the Role:An operational excellence lead is responsible for leading and implementing the strategic plan for operational excellence in alignment with the insurance vertical goals and objectives. The operational excellence lead identifies industry best practices, designs, the framework and standardizes operations for the required domain. The lead approach for setting up new business in a fail-safe manner, framework for performance of the operations, identifies and prioritizes areas for process improvement and optimization, a comprehensive quality management system, and drives the adoption of innovative solutions and technologies. The lead also fosters a culture of continuous improvement and operational excellence throughout the organization and mentors a team of operational excellence professionals.

Professional Qualifications:

• Minimum 13 years work experience, preferably from BPO background
• Previous international voice experience
• Possess necessary knowledge of business concepts to effectively perform the job
• Must have managed teams for at least 3 years
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Proven experience in stakeholder management, with the ability to effectively communicate and collaborate with internal and external stakeholders
• Excellent team management and leadership skills, with the ability to inspire and motivate team members to achieve their full potential
• Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within established timelines
• Exceptional communication and presentation skills, with the ability to convey complex information in a clear and concise manner
• Demonstrated ability to operate with minimum supervision and take initiative to drive initiatives forward
• Fluent in English
• MS Office
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others
• Responsible for handling high volumes of transactions
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Results orientation
• Adaptability
• Lisening and comprehension skills
• Questioning and reasoning skills
• Customer service focus and telephone etiquette
• Ability to multi-task, prioritize and manage daily work activities.