Offer technical training and coaching on OE disciplines like Agile, Lean, Design Thinking, and CI.
Responsible for ensuring projects delivered by the squad employ the right project management framework and tools, performance improvement methodology, problem solving tools and techniques, and data analysis.
Provide technical mentorship to OE consultants to ensure projects meet objectives.
Build strong relationships with offshore business partners and project stakeholders.
Lead OE Forums and actively participate in Operational Excellence Community of Practice.
Develop and facilitate management trainings and awareness sessions on Operational Excellence concepts and tools.

5 years combined experience in operational management, management of key support functions, and leading process & performance improvement projects in the insurance and/or BPO industry.
At least 2 years experience in leading process & performance improvement projects for customer service operations in the insurance, BPO, and/or shared services industry.
At least 2 years experience in leading process & performance improvement projects for key support functions such as: recruitment, training, quality, customer experience management, forecasting, capacity planning, scheduling, real-time management, transitions, SLA Management, Client Management, Reporting, etc.
At least 3 years Project management experience.
At least 2 years experience in managing stakeholders in senior leadership roles.
Excellent coaching skills.

Operational Excellence Coach

Key skills