Operational Excellence Senior Manager - Contractor

Lead the Operational Excellence function by establishing enterprise wide governance, streamlining and automating core processes, and elevating service performance. Drive scalable, efficient operations and consistent service quality through strategic oversight, data‑driven improvement and cross‑functional collaboration.

• Design & Govern Enterprise Frameworks – Lead the development, documentation, and continuous improvement of enterprise‑wide process frameworks and SOPs, ensuring alignment with corporate strategy and industry best practices.
• Policy Management & Governance – Establish and maintain a robust policy‑management structure, including version control, approval workflows and compliance monitoring across the organization.
• RACI & Accountability Architecture – Define clear RACI matrices and accountability models for all critical functions, embedding ownership and decision‑making authority into daily operations.
• Centralized Knowledge Repository – Own a unified searchable repository for all processes, policies and standards, driving consistency and ease of access for global teams.
• Operational Efficiency & Opportunity Identification – Conduct systematic analyses to surface inefficiencies, quantify cost‑saving opportunities and prioritize high‑impact improvement initiatives.
• Automation & Digital Enablement – Champion automation across ERP, ticketing and workflow platforms, partnering with IT and business units to design, pilot and scale intelligent solutions.
• Performance Dashboards & Reporting – Build and maintain executive‑grade dashboards that visualize key performance indicators, trend analyses and service health metrics, delivering actionable insights to senior leadership.
• Digital Transformation Leadership – Drive organization‑wide digital transformation programs, aligning technology investments with business objectives and ensuring seamless change adoption.
• Service Quality Frameworks – Define, implement and monitor service quality standards, SLAs, KPIs and CSFs, establishing a culture of excellence and continuous compliance.
• Customer Experience & Feedback Management – Lead structured customer satisfaction programs, capture voice‑of‑customer data and translate insights into service improvement roadmaps.

• Bachelor's degree in business administration, information system, cybersecurity or related field; MBA or master's degree preferred.
• 8-10 years experience in operations, transformation or governance.
• Strong organizational and time‑management skills.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Excellent written and verbal communication skills.
• Attention to detail and problem‑solving capabilities.
• Strong collaboration and teamwork skills.