Responsibilities:

Service Delivery Excellence

Own and enhance service delivery frameworks across consulting support functions
Monitor and improve delivery KPIs such as SLA adherence, turnaround time, and quality metrics
Partner with delivery leads to identify performance gaps and implement corrective actions
Drive client-centricity and operational agility across service lines

Process Mapping & Optimization

Lead detailed process diagnostics using SIPOC, swimlane diagrams, and value stream mapping
Identify inefficiencies, redundancies, and automation opportunities across delivery workflows
Standardize and document best-in-class processes for scalability and compliance

Technology Enablement

Partner with digital teams to implement automation solutions (e.g., RPA, low-code platforms, workflow orchestration)
Leadership: Inspiring and motivating teams, fostering a positive work environment, and setting clear performance expectations.
Communication and Stakeholder Management: Excelling in verbal and written communication to effectively interact with stakeholders at all levels, actively listening to client requirements, and conveying information clearly.
Problem-Solving and Decision-Making: Strong analytical skills to identify problems early and develop effective solutions while considering potential impacts on stakeholders and project outcomes.
Customer Focus: Prioritizing customer satisfaction, actively seeking feedback, and continuously refining service offerings to meet evolving demands.
Adaptability and Resilience: Embracing change, adapting to shifting project requirements, and maintaining momentum even in challenging situations.
Continuous Improvement: A commitment to continuous learning and staying informed about the latest trends, tools, and methodologies in service management.
Teamwork and Collaboration: Working effectively in collaboration with team members and stakeholders to achieve shared goals.

Required Experience & Qualifications

10 15 years of experience in service delivery, process improvement, or operational excellence roles within a GCC or consulting environment
Preferably Certified Lean Six Sigma Black Belt or Master Black Belt
Strong experience in process mapping, reengineering, and performance measurement across finance and risk domains
Familiarity with automation tools (e.g., UiPath, Automation Anywhere), BPM platforms (e.g., Appian, Pega), and process mining technologies
Excellent facilitation, stakeholder management, and change leadership skills
Bachelor s degree in engineering, Business, or related field; advanced degree preferred

Preferred Attributes

What We Offer

A high-impact role in shaping service delivery and operational excellence across global consulting support
Access to cutting-edge tools and technologies for process transformation
Collaborative culture with opportunities for leadership and growth
Competitive compensation and continuous learning support

Relevant Experience:

Over 15 years of operational experience in financial research / analysis and automation.

Preferred:

CFA and or any finance certificate or Process Improvement Techniques / Certification (Lean, Six Sigma)

Senior Manager, Operations