Job Description
The Operational Team Lead acts as a key operational anchor within Customer Experience, owning complex and cross‑functional initiatives that drive:
Process efficiency and operational excellence
Optimised use of the application and system landscape
Identification, qualification, and execution of offshoring opportunities to the Global Service Centers (GSC)
Improved customer outcomes and reduced operational friction
The role requires both high‑level strategic thinking and the ability to deep‑dive into operational details, data, and systems to drive sustainable improvements.
Key responsibilities:
Lead and drive operational optimisation initiatives across Customer Experience processes
Perform deep dives into the application landscape, identifying opportunities for automa...