Senior Director - BPM Platform

Description :

Key Responsibilities :

- Develop and execute the enterprise BPM strategy aligned with organizational objectives.

- Drive large-scale transformation programs focused on operational efficiency, cost optimization, and service excellence.

- Create a roadmap for process standardization, automation, and digital maturity across business units.

Operational Excellence :

- Lead cross-functional operational assessments to identify gaps and improvement opportunities.

- Implement Lean, Six Sigma, and other continuous improvement methodologies to enhance productivity and throughput.

- Establish KPIs, scorecards, and governance frameworks to monitor operational performance.

AI & Automation :

Lead strategy, design, and deployment of automation initiatives such as :

- AI/ML models for decisioning, customer service, forecasting, etc.

- RPA, Intelligent Automation, and workflow automation

- Generative AI adoption across operational processes

- Collaborate with Data Science, IT, and Product teams to implement scalable AI-driven solutions.

- Evaluate and deploy tools related to NLP, chatbots, predictive models, digital workforce, OCR/ICR, and process mining.

- Ensure AI/automation initiatives are aligned with business goals, compliance, and risk frameworks.

Quality Management & Compliance :

- Establish and maintain Quality frameworks and governance models across operations.

- Build and monitor quality scorecards, audit mechanisms, and RCA/CAPA frameworks.

- Drive reduction in operational defects, customer complaints, and compliance gaps.

Leadership & Stakeholder Engagement :

- Lead a multidisciplinary team of Opex, Quality, and Automation experts.

- Partner with senior leadership to drive organizational transformation goals.

- Engage with external vendors/partners for automation and AI capabilities.

- Present complex data, improvement outcomes, and automation ROI to leadership and board committees.

Performance Reporting & Metrics :

- Track KPIs such as efficiency gains, automation ROI, SLA adherence, quality improvement, and customer experience metrics.

- Build performance dashboards

- Drive governance through regular reviews and performance audits.

Qualifications :

- Graduation is Mandatory

- Minimum 15-20 years of experience in Operations, Quality, Opex, or Automation within the BFSI sector.

- Experience managing enterprise-level AI/automation initiatives is essential