Head of Operation Excellence

Business Strategy & Growth

· Define and execute the business strategy for the Telecom BPO/BPM vertical (outsourcing / shared-services / managed-services). Drive new delivery models (shared-services, global delivery, automation‐enabled)

· Drive revenue growth through new business acquisition and expansion of existing accounts.

· Partner with sales, solutions, and transformation teams to build compelling value propositions

· Lead expansion of existing accounts and new wins by offering end-to-end telecom-specific BPM services (customer care, billing, order management, network operations support)

· Drive transformation through automation, analytics, and digital CX solutions.

· Develop digital and automation road-maps specific to telecom BPO/BPM (e.g., RPA, analytics, chatbots, omni-channel)

Technology, Innovation & Transformation

· Champion technology-led transformation in the BPO/BPM domain: automation (RPA), AI/ML, ana...