Business Transformation Leader – Customer Operations

• Location: Airoli

• Level: SPM / APGM

• Experience: 8+ years

Role Overview

The role will work closely with the

Vertical Head

to drive and govern multiple Customer Operations transformation initiatives, ensuring effective execution, stakeholder alignment, risk management and timely delivery.

Key Responsibilities

• Drive governance and execution of multiple transformation projects.
• Track project progress, timelines, dependencies and key deliverables.
• Manage stakeholders and drive timely closure of action items.
• Identify risks and gaps and ensure timely resolution.
• Prepare dashboards, reports and leadership updates.
• Coordinate with cross-functional and geographically distributed teams.
• Support process improvement and standardization initiatives.

Key Projects

QA360 | Tech360 | AI Self-Reliance | CO COE | Knowledge Management | Site/Centre Self-Reliance | Metrics Standardization | Ops Dashboard | APM Activation | APM MDP | Grievance Reduction

Key Requirements

• 8+ years of experience in

Project Management / Operations / Business Transformation

.

• Strong project governance, execution and stakeholder management skills.
• Good analytical, problem-solving and communication skills.
• Strong

Excel, PowerPoint, reporting and dashboarding

skills.

• Ability to manage multiple projects and stakeholders independently.
• Good working knowledge of

Claude and GPT

.