Delivery Operations Lead

Key Responsibilities

Ÿ Understanding of the country role and positioning in the organization embrace internal customer service

Ÿ Organize roles and responsibilities into the centralized entity

Ÿ Organize the tasks by section and establish process

Ÿ Create process maturity assessment, quality delivery KPI and optimization roadmap

Ÿ Act with branches as their customers and create branch interactions framework :MFA, new request /process, job localization,…

Ÿ Interact with GBS organization

Ÿ Identify and implement Enablers: DT, Automation tools, …

Role specific skills & competencies

Ÿ Continuous improvement focus

Ÿ Organized, Process-oriented

Ÿ Strong communication and leadership skills

Ÿ Customer centric focused

Ÿ Proficient in technology and data analysis

​ Lateral interactions, role dependencies:

​ Collaborate with leaders at various levels in the country

​ Clear process definition with well articulated swim lanes, activities, hard stops” etc.

​ Recurring cadence and reporting

​ GBS or other centralized services / entities including outsourcing