Job Summary / Overview

The Lean Six Sigma Digital Transformation Leader, who will be responsible for driving continuous improvement initiatives, leveraging data-driven insights, and embedding Lean Six Sigma methodologies, Digital Transformation across the organization. This role partners with business leaders to identify opportunities, streamline processes, enhance customer experience, and deliver measurable business outcomes.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Lead and manage Lean Six Sigma projects (DMAIC, Kaizen, etc.) to improve efficiency, quality, and performance across business functions.
• Analyze complex datasets to generate actionable insights and present findings to senior leadership.
• Translate business challenges into improvement opportunities supported by Lean Six Sigma methodologies.
• Develop, implement, and monitor KPIs to track operational performance and project impact.
• Mentor, coach, and train employees on Lean Six Sigma tools, techniques, and best practices.
• Partner with cross-functional stakeholders to ensure alignment between improvement initiatives and strategic business goals.
• Drive a culture of continuous improvement and data-driven decision-making.
• Maintain project documentation, ensuring transparency, governance, and compliance with standards.
• Ability to work with Cross functional, highly matrix organization in a client facing role.
• Ability to lead, provide required steer to quality, process excellence analysts
• Ability to train large group on Lean, FMEA, Six Sigma Methodologies and build lean six sigma DNA
• Deliver business outcome driven high impact Lean Six Sigma Projects across (Metrics, Process, Automation)
• Sound understanding of QPA, RPA, AI, AGI technologies and leverage them to deliver meaningful business impact to internal/external customers.
• Define and execute Lean, six Sigma Digital Transformation roadmap across portfolio of accounts.
• Ability to drive RCA, bridge plan, glide paths, conduct process capability studies (CPk)
• Ability to understand and explain complex problem in layman language
• Conduct Design Thinking Workshops
• The above list is not exhaustive, and role will evolve in terms of scope, size and scale so ability to take higher responsibilities.

Main Job Requirements

Education and Specific Training

• Bachelor’s degree or equivalent experience in a call centre or business-related field (e.g., management, sales)

Special credentials

• Experience of working with MSP and born in cloud clients preferred
• Experience in BPO and Contact Centre environments
• Experience in supporting large portfolio teams (500+) as LSDT leader

Required Skills

Technical & Functional Skills

• Comprehensive computer skills
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred
• Technical support, Customer Service, Trust & Safety domain experience preferred

• Lean Six Sigma – Green Belt & Black Belt required. Master Black Belt strongly preferred.
• 12+ years of experience in process improvement, operational excellence, or business transformation.
• Proven ability to deliver measurable improvements in efficiency, quality, and cost reduction.
• Strong analytical skills with experience in data visualization and reporting tools
• Excellent leadership, coaching, and stakeholder management skills.
• Strong communication & presentation skills with the ability to influence at all levels of the organization.
• Project management expertise with the ability to handle multiple initiatives simultaneously.

Key Competencies

• Continuous improvement using Lean Six Sigma methodology
• Kaizen, FEMEA, ADKAR
• Data-driven decision-making
• Change management
• Continuous improvement mindset
• Collaboration and stakeholder influence
• Superior analytical ability
• Superior communication skills
• Commercially astute (P&L, Revenue Generation, Cost Optimization)
• Flexibility & Availability
• Sound reasoning & judgement
• Excellent leadership and management skills
• Planning and organizing
• Lead by example / integrity
• Critical thinking & problem solving
• Employee & Client satisfaction orientated
• Self-motivated and can motivate others
• Highly advanced team building skills
• Strategic and commercial thinker
• High levels of resilience and focus
• Coaching & developing managers into leaders
• Advanced facilitation & presentation skills
• Advanced KPI, SLA, OLA, XLA knowledge and understanding
• Staffing & Billing models
• Risk & compliance