Join NTT DATA as a Senior Manager, driving service excellence and transformation across the organization. This pivotal role focuses on leading strategic operational improvements and overseeing the successful execution of transformation programs to achieve tangible business outcomes.

You will be instrumental in governing key operational enhancement initiatives, meticulously tracking progress against goals, and pinpointing areas for optimization. Your efforts will directly contribute to elevating service delivery, boosting efficiency, and enhancing the overall customer experience.

The ideal candidate is a highly analytical and proactive professional with a strong results-orientation, adept problem-solving skills, and exceptional project management capabilities. You should possess a proven ability to influence and drive change throughout the organization.

Develop and implement comprehensive service excellence and operational transformation strategies aligned with NTT DATA's core objectives.

Identify and capitalize on opportunities to improve operational efficiency, service quality, customer satisfaction, and overall business performance.

Lead and champion continuous improvement initiatives across various departments and functions.

Translate high-level business goals into clear, actionable transformation roadmaps with measurable outcomes.

Take ownership of end-to-end delivery for strategic and operational enhancement projects.

Establish robust governance frameworks for monitoring, tracking, and reporting on all transformation program progress.

Ensure successful project completion on time, within scope, and in alignment with desired business results.

Proactively identify and mitigate risks, roadblocks, and dependencies.

Monitor operational performance and key service metrics against defined targets and KPIs.

Conduct regular performance reviews and provide insightful, actionable recommendations to leadership.

Develop comprehensive reporting dashboards and performance tracking mechanisms.

Drive accountability within teams to ensure the achievement of critical business objectives.

A Bachelor's degree in Business Administration, Operations Management, Engineering, or a closely related field is required.

Minimum of 8 years of progressive experience in Operations Excellence, Service Excellence, Business Transformation, Program Management, or equivalent areas.

Demonstrated success in leading large-scale operational improvement and transformation initiatives.

Solid experience in performance management, governance structures, and strategic planning processes.

Key competencies include Strategic Planning & Execution, Operational Excellence Methodologies, Program & Project Management, Business Analytics & Reporting, Process Improvement & Optimization, Change Management, and Risk Management.

Behavioral strengths should encompass strong analytical and critical thinking skills, a proactive and self-starter mindset, exceptional problem-solving abilities, effective research and fact-finding capabilities, adaptability in fast-paced environments, a results-oriented approach, excellent stakeholder management and influencing skills, strong communication and presentation abilities, and the capacity to manage multiple priorities concurrently.