Job Description

• The AVP will be responsible for overseeing digital innovation projects, improving operational efficiency, optimizing customer experiences, and implementing lean practices. The ideal candidate will have a proven track record in managing digital initiatives, leading cross-functional teams, and delivering measurable business growth across a global client base in the offshore industry, with extensive experience in an international environment.

Responsibilities
Key Responsibilities:
Process Redesign & Improvement:

• Lead the restructuring and streamlining of business processes to improve efficiency, reduce costs, and enhance customer satisfaction across multiple international regions.
• Identify inefficiencies and opportunities for improvement through data-driven analytics and process assessments.
• Develop and implement innovative solutions to address bottlenecks and optimize workflows.
• Collaborate with global stakeholders to define process improvement objectives, design future state workflows, and monitor progress.

Analytics Execution & Projects:

• Lead analytics projects to leverage historical data, speech analytics, and descriptive analytics to uncover patterns and relationships on a global scale.
• Apply advanced analytics techniques to inform decision-making, improve customer interactions, and optimize business operations across international markets.
• Design and implement reporting frameworks to measure the effectiveness of digital transformation initiatives, ensuring alignment with global objectives.

Continuous Process Improvement Initiatives:

• Drive continuous improvement efforts by identifying, implementing, and tracking process optimization initiatives across multiple geographies.
• Foster a culture of Lean Six Sigma and Kaizen to eliminate waste, reduce defects, and optimize customer experience across regions.
• Lead cross-functional teams in analyzing and improving key business processes, ensuring alignment with global strategic goals.

Digital Solution Design & Technical Implementation:

• Collaborate with international technology teams to design, develop, and test digital solutions tailored to global business needs.
• Assess and validate the feasibility of available technology tools, ensuring alignment with organizational requirements and international compliance standards.
• Oversee the implementation of technical solutions, ensuring seamless integration with existing systems and infrastructure globally.

Program & Project Management:

• Manage end-to-end execution of digital transformation programs, from planning to deployment and post-implementation review, across international locations.
• Develop and manage project timelines, budgets, and resources for global digital initiatives, ensuring successful delivery of projects on time and within budget.
• Provide leadership in managing multiple projects simultaneously, addressing issues, risks, and roadblocks proactively, ensuring alignment across international teams.

Client Communication & Stakeholder Management:

• Serve as the primary point of contact for international clients, ensuring clear and effective communication regarding project progress, timelines, and outcomes.
• Ensure client expectations are managed and met throughout the lifecycle of digital transformation initiatives across different markets.
• Work closely with senior leadership and stakeholders globally to align project goals with the organization’s overarching business strategies.

Change Management & Solution Deployment:

• Lead the change management process to ensure smooth adoption of new technologies and processes within the organization, considering regional nuances and local requirements.
• Provide training and support to ensure all stakeholders are equipped with the knowledge to successfully implement digital tools and practices.
• Deploy solutions to production across international teams and locations while minimizing disruptions and ensuring business continuity.

Technology Feasibility Assessment & Customer Tech Stack Study:

• Conduct technology feasibility assessments to evaluate and recommend digital tools and platforms that best meet global business requirements.
• Analyze and utilize the client’s existing tech stack to deploy new tools and integrations that optimize operational workflows across regions.

Success Measurement & Customer Journey Mapping:

• Define success criteria and use Cost-Benefit Analysis (CBA) to measure the impact and ROI of digital initiatives across international markets.
• Create and implement comprehensive Customer Journey Maps (CJM) to identify pain points, optimize the customer experience, and deliver seamless service across all touchpoints in global markets.
• Conduct market benchmarking to evaluate performance against international industry standards and identify areas for competitive advantage.

Preferred Skills & Attributes:

• Strong analytical mindset with the ability to assess data and translate it into actionable business insights on a global scale.
• Ability to build and lead high-performing, cross-functional teams in a fast-paced, international, digital-first environment.
• Deep understanding of the Customer Journey Mapping (CJM) process and experience in implementing customer-centric solutions across different regions and markets.
• Experience in market benchmarking to identify competitive advantages and ensure digital solutions align with international industry best practices

Core Competencies: 

• Expertise in Process Redesign, Analytics, and Continuous Improvement methodologies (Lean Six Sigma, Kaizen, etc.).
• Proven ability to manage large-scale digital transformation initiatives and drive organizational change in a global setting.
• Strong technical solution design experience, with a solid understanding of digital tools and platforms.
• Exceptional program and project management skills, with a track record of delivering international projects on time and within budget.
• Client communication skills, with the ability to build strong relationships and effectively manage customer expectations across diverse regions.
• Expertise in change management, ensuring smooth transitions from legacy processes to new digital solutions in global environments.
• Technology feasibility assessment experience, ensuring the optimal use of available tech tools to solve business challenges internationally.

Qualifications

• Education: Bachelor’s degree in commerce, Business Administration, or a related field (Master’s or MBA preferred).
• Experience: 15+ years of experience in the offshore industry, with a proven track record in process optimization, digital transformation, and program management in an international environment.

Certifications:

• Certified in Customer Experience (CX) Framework
• Certified Scrum Master (CSM)
• Lean Six Sigma Black Belt (LSSBB)
• FLMI Level 1 Professional (preferred)