Operational Excellence Manager

• Identify and implement opportunities to streamline processes, reducing repetitive tasks for agents.
• Collaborate with Product and Engineering teams to automate manual workflows where possible.
• Lead and coordinate cross-functional projects, ensuring timely and successful delivery.
• Work with key stakeholders to define project objectives, deliverables, and success criteria.
• Oversee the performance and quality of BPO (Business Process Outsourcing) partners.
• Monitor and report on partner performance against SLAs and KPIs, driving continuous improvement.
• Manage relationships with third-party service providers, such as digital verification and open-source checks.
• Develop and implement quality assurance frameworks to monitor and improve operational processes.
• Provide insights and recommendations based on data analysis to improve overall efficiency and effectiveness.

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