Responsible for Operational Excellence initiatives for the Clients in the E-Com (MOD & CS) and Global
Payment (Risk Ops & CCO) verticals.
• Define and execute value generation roadmaps leading to large meaningful impact to Clients and TP.
• Enhance User experience in the E-Commerce and Global Payments space by continuously improving on
products that are serviced.
• Identifying Automation opportunities that can be implemented with full stakeholder buy-in.
• Creating an ongoing pipeline of ideas in the dynamic space of Trust & Safety and Global Payments,
delivering value for the clients.
• Proactively identify opportunities, solve problems, and guide operational excellence, site
transformational efforts to implementation.
• Develop and provide statistical analysis utilizing control charts to assess process capability.
• Actively drive the development and sharing of best practices, lessons learnt in cross process team
improvements.
• Provide LEAN and 6-sigma expertise in problem solving; identify and lead projects with teams.
• Coach, mentor, and work with all colleagues in the execution of multiple projects simultaneously.
• Continuously challenge the status-quo by encouraging innovation and calculated risk taking.
• Serve as a process team SME for Innovation; conduct workshop in instilling the culture of ideation,
innovation, and transformation.
• Monitor Process performance to determine key opportunity areas to continuously improve performance
Requirements
• Experience in driving/ participation in driving large transformation and innovative scalable solutions
within the Trust & Safety / Ecommerce Content Moderation / CS / Risk Ops / Payments CE teams.
• Minimum of 4-5 years of experience in leading Business Excellence, Innovation, Transformation in
Business Process Outsourcing.
• Patience, understanding and resilience when managing complex situations and competing priorities.
• Bachelor's degree from recognized university.
• Data visualization experience to provide insights and able to succinctly articulate value.
• Experience with designing experiments, tools, and measures, establishing hypotheses and leading
projects from end to end.
Preferred Requirements
• Experience in Innovating & delivering value in the Trust & Safety / Ecommerce MOD & CS / Risk Ops /
Payments CE space.
• Experience in tool development and deployment in the above space.
• Experienced and certified in Six Sigma – Green Belt / Black Belt Methodology, PMP certification.
• Excellent communication and client management skills, presentation abilities and stakeholder
management.
• Proven ability to work independently.
• Ability to be flexible and work creatively and analytically in a problem-solving environment.
• Creative thinking/innovative mind-set.
• Project delivery – timeline and milestone management, Stakeholder relationship management.
• Ability to engage senior client management on offerings, emerging issues in focus.
• Demonstrated ability to interface with multiple levels of management.