Head of Business Excellence

Role Overview We are seeking a highly experienced and visionary Head of Business Excellence to lead transformation initiatives across the organization. This role is integral in driving operational efficiency, fostering a culture of continuous improvement, and embedding robust governance and service excellence frameworks. The ideal candidate will bring a proven background in shared services, BPO, or similar high-performance operational environments, with a track record of delivering process automation and measurable business performance improvements. Key Responsibilities Business Excellence & Transformation Lead the design, development, and execution of enterprise-wide business excellence strategies. Champion continuous improvement methodologies such as Lean, Six Sigma, or Kaizen to drive performance outcomes. Develop and promote a culture of excellence and innovation across all functions. Automation & Digital Enablement Identify and implement automation opportunities across core and support functions to improve service delivery, accuracy, and efficiency. Collaborate with IT and business stakeholders to deploy digital tools that streamline processes and reduce manual effort. Governance, Risk & Policy Management Establish and enforce robust governance frameworks to ensure compliance with regulatory and internal standards. Develop, implement, and monitor business policies and standard operating procedures (SOPs) to ensure operational consistency and risk mitigation. Operational & Business Performance Own key performance metrics related to service delivery, cost efficiency, and customer satisfaction. Drive analytics-based decision-making to enhance operational effectiveness and business agility. Process Improvement & Service Excellence Map, evaluate, and re-engineer business processes to eliminate inefficiencies and reduce waste. Foster a customer-centric approach to service delivery, ensuring internal and external service levels are consistently met or exceeded. Team Leadership & Stakeholder Engagement Lead cross-functional business excellence teams, providing clear direction, coaching, and performance management. Engage senior stakeholders to align improvement initiatives with strategic business goals. Qualifications & Experience Bachelor’s or Master’s degree in Business, Operations, Engineering, or related field. 15+ years of experience in business transformation, operational excellence, or shared services/BPO leadership roles. Strong understanding of automation tools (e.g., RPA, workflow engines) and digital enablement. Demonstrated expertise in developing and executing governance frameworks and operational policies. SAP or Oracle experience in a must Exceptional stakeholder management and communication skills. Experience working in large-scale, matrixed environments with multiple service lines and geographies. #J-18808-Ljbffr