Location: Flexible in any Manila sites (Makati, Taguig and Quezon City)
Schedules: Shifting schedules (predominantly at night)
Work Arrangement: Hybrid set up
Position overview
As an Operations Vertical Transformation Consultant you drive digital innovation and process optimization within a specific vertical - BFSI (Banking, Financial Services, Insurance). As the primary transformation advisor for key accounts, you translating industry-specific challenges in our customers operations into actionable solutions that deliver measurable improvements in operational efficiency and customer satisfaction while ensuring profitable growth and cost reduction.
Key responsibilities
- Lead end-to-end transformation initiatives for assigned accounts in CX operations, including assessment, solution design, and implementation oversight to improve operational KPIs and internal cost structures
- Develop vertical-specific optimization strategies targeting improvement in operational KPIs, ensuring alignment with overall business objectives
- Partner with customers to identify opportunities for digital innovation and automation
- Design and facilitate strategic workshops to map current customer journeys and develop transformation roadmaps
- Collaborate with cross-functional teams to design and implement solutions that enhance customer experience and operational efficiency, leveraging quick wins to improve loyalty, retention, and operational excellence
- Prepare and present data-driven insights on transformation opportunities and their impact on operational KPIs and internal cost structures
- Partner with product teams to influence the CX product roadmap, integrating new features into customer strategies
Core competencies
- Giving support, focusing on customers, embracing technology, managing self-development
Leadership competencies
- N/A no people management accountabilities
Functional competencies
- Demonstrated expertise in [specific vertical] operations and industry-specific compliance requirements
- Strong command of process optimization methodologies
- Proficiency in data analytics and visualization tools
- Strong analytical skills with the ability to translate complex data into actionable business insights
- Robust consulting and customer/ senior stakeholders management skills
- Expert communication and presentation skills, with the ability to influence senior executives
- Ability to lead others to solve complex problems, use sophisticated analytical thought to exercise judgement and identify innovative solutions
Qualifications
- 7+ years of experience in management consulting, digital transformation or customer experience roles with at least 3 years specifically in [vertical] industry
- Bachelor's degree in Business Administration, Digital Innovation or related field; MBA or equivalent experience is desirable
- Relevant certifications are desirable, including those in process improvement
- Proficient oral and written English
