Job Description

Business Transformation Leader – Customer Operations

Location: Airoli

Level: SPM / APGM

Experience: 8+ years

Role Overview

The role will work closely with the Vertical Head to drive and govern multiple Customer Operations transformation initiatives, ensuring effective execution, stakeholder alignment, risk management and timely delivery.

Key Responsibilities

• Drive governance and execution of multiple transformation projects.
• Track project progress, timelines, dependencies and key deliverables.
• Manage stakeholders and drive timely closure of action items.
• Identify risks and gaps and ensure timely resolution.
• Prepare dashboards, reports and leadership updates.
• Coordinate with cross-functional and geographically distributed teams.
• Support process improvement and standardization initiatives.

Key Projects

QA360 | Tech360 | AI Self-Reliance | CO COE | Knowledge Management | Site/Centre Self-Reliance | Metrics Standardization | Ops Dashboard | APM Activation | APM MDP | Grievance Reduction

Key Requirements

• 8+ years of experience in Project Management / Operations / Business Transformation.
• Strong project governance, execution and stakeholder management skills.
• Good analytical, problem-solving and communication skills.
• Strong Excel, PowerPoint, reporting and dashboarding skills.
• Ability to manage multiple projects and stakeholders independently.
• Good working knowledge of Claude and GPT.