About the Role

The Director for Process Excellence is responsible for managing and driving the entire analytics lifecycle to ensure impactful business decisions and continuous improvement in profitability. This role oversees experimental design, tracking, and implementation of actions that deliver measurable results. It owns GM's P&L commitments, provides strategic insights, and influences operational models to optimize performance. The Director collaborates with senior leaders and cross-functional teams to identify opportunities, implement solutions, and mentor the analytics team for sustained growth.

Responsibilities

P&L Ownership and Financial Insights
Business Intelligence, Analytics & Insights
Risk Management and Quality Governance
Executive Reporting & Governance
Talent Development & Capability Building

Qualifications

Bachelor of Computer Applications or Post Graduate Certificate in Data Science and Business Analysis
Certified Lean Six Sigma Black Belt (CSSBB or equivalent) is required
8-10 years of data analytics experience required
At least 12 years of leadership position for business analysis roles
Minimum of 12 years working knowledge and technical understanding of business reporting and management principles, concepts, and practices preferably within the call center, business process outsourcing, or customer service industry
Willing to work on the Graveyard shift

Required Skills

Deep to Expert Knowledge in the following: Microsoft Excel, MS Word and MS PowerPoint
Excellent written and verbal communication skills, including face-to-face presentations
Experience in business writing (process documentation) and providing training based on your documentation.

Preferred Skills

• Excellent communication and writing skills

• Advanced analytical and problem-solving skills

• Ability to build strong relationships with Client(s) and internal partners

• Organizational, documentation and communication skills.

• Ability to handle multiple tasks accurately, efficiently and in a timely manner

• Problem solving skills and ability to work well individually and within a team

Director for Process Excellence (Blackbelt)

Director of Process Excellence