Job Description & How to Apply Below
The Consultant COPC and Process Excellence is a high-impact, strategic leadership role responsible for governing, designing, and optimizing operational processes aligned with the COPC (Customer Operations Performance Center) framework. This role bridges the gap between complex framework standards and day-to-day operations, ensuring our processes are meticulously documented, compliant, and optimized for maximum efficiency.
You will act as the primary domain expert, guiding operations and cross-functional teams through the lifecycle of COPC remediation and continuous improvement. This is a highly visible, client-facing position requiring an individual who can confidently articulate process health, compliance roadmaps, and performance metrics to a global retail / consumer product client and internal executive stakeholders.
What You Will Be Doing
COPC Framework Governance: Serve as the organization’s subject matter expert on the COPC standard, leading regular self-assessments, identifying compliance gaps, and driving the end-to-end remediation of non-conformance items.
Process Documentation Architecture: Establish and maintain the standard for deep-dive process documentation, ensuring all standard operating procedures (SOPs), transaction monitoring forms, and training-to-operations handoffs are robust, current, and audit-ready.
Cross-Functional Remediation: Partner closely with Operations, Quality Assurance, Training, Workforce Management (WFM), and HR to root-cause process gaps and implement sustainable, framework-compliant solutions.
Client & Stakeholder Engagement: Act as the primary face of COPC for external clients. You will lead presentations detailing process health, certification roadmaps, and continuous improvement initiatives during business reviews.
Operational Change Management: Facilitate workshops and structured problem-solving sessions with site leaders to drive a culture of process discipline and alignment with COPC metric requirements.
3. Qualifications
Experience:
Minimum of 10 years of progressive leadership experience in the BPO industry, with at least 3 years in a dedicated Process Excellence or COPC implementation role.
COPC Expertise: Must be a Certified COPC Implementation Leader (or equivalent COPC Coordinator certification) with a proven track record of successfully leading or maintaining COPC certification cycles.
Process Methodology: Strong expertise in process mapping, root-cause analysis, and documentation standards. Lean Six Sigma Green Belt certification is highly advantageous but not a requirement.
Communication & Presentation: Exceptional English communication, facilitation, and storytelling skills. Proven ability to present complex operational data and frameworks clearly to international clients.
Influence &
Collaboration:
Demonstrated success in navigating a matrixed environment, with the ability to influence operations and support functions to prioritize remediation efforts without direct line-management authority.
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