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.

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