Global BPO
Melbourne CBD Location
Australian Start Up
Blue Chip Clients

Commencing their Australian operations late last year, this is an exciting time to join this Global BPO and become a key member of the management team to Drive Business Transformation.

With a leading Telco already on board, there are a number of key relationships in place with new clients.

With significant growth forecast, this role will provide you with a great opportunity to showcase your skills and knowledge and gain valuable experience working in a growing and fast changing environment.

Key Criteria

Responsibilities
• Working with management to determine strategy for new initiatives or projects.
• Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps
• Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints)
• Ability to perform data analysis and identify the key inference for driving the impacted metrices
• Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
• Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
• Ability to identify the digital intervention for improving the efficiency and effectiveness of processes
• Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets.
• Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises.
• Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met.
• Communicating with stakeholders about transformation initiatives and their impact on the business.
• Monitor & audit the deployed processes for effectiveness & efficiency
• Responsible for generating business impact for the clients using the CI methodologies and frameworks
• Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case
• Understanding of scenario to implement the AI, ML tools

Key Performance Indicators

•Value delivered through projects in different client businesses across Operations, Digital and Technology.
•Automation identification and deployment with support from Digital and technology teams.
•Project Management and Process Improvement
•Facilitating change including facilitated Idea generation and idea management.
•Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives

Qualification & Experience requirements
• Bachelor's degree in a related field, such as business administration, management or engineering.
• Experience in business transformation and change management in previous organisation is desired.
• Good/Strong understanding of Generative AI, predictive ML, and data analytics.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in Hybrid setup

Know How
Critical:
• Excel, MS Visio, Office, Power apps, MS ecosystem tools
• Any Statistical Discovery Software JMP / Minitab

Desirable:
• Understanding of RPA and process mining tools.
• Generative AI exposure with Chat GPT,
• Understanding of Digital customer Experience tools
• Exposure to CRM platforms and workflow tools.
• Certifications in Agile , Process mining, Digital transformation is a Plus.

To apply, please send your resume and cover letter via the apply now link