The Digital Services & Transformation Director will lead the global transformation and optimization strategy for contact center operations across multiple geographies. This role focuses on driving digital innovation, automation, and standardization to enhance service delivery efficiency and customer experience outcomes. The position requires strong expertise in operational excellence, governance, and continuous improvement methodologies to ensure measurable business impact and stakeholder alignment.

Qualifications & Experience:

• Graduate/Postgraduate in Business, Operations, or related field.
• Matric or Equivalent (Essential)
• 10+ years of experience in contact center operations, with at least 5 years in a global leadership role.
• Proven track record in digital transformation, automation, and process optimization.
• Experience in governance, performance management, and stakeholder engagement at senior levels.

Technical Skills:

• Expertise in Lean Six Sigma and continuous improvement methodologies.
• Strong understanding of digital tools, automation platforms, and analytics.
• Ability to design and track KPIs for transformation and operational efficiency.
• Familiarity with global contact center technologies and best practices.
• Innovation mindset with a focus on measurable outcomes.

Key Responsibilities & Accountabilities:

Strategic Leadership:

• Define and execute the global digital transformation roadmap for contact center operations.
• Align transformation initiatives with organizational objectives and client priorities.
• Champion TP Digital products and promote adoption across regions.

Governance & Performance Management:

• Establish governance frameworks and conduct regular reviews to ensure compliance and alignment.
• Track and report measurable value metrics for transformation initiatives.
• Drive standardization of global execution quality and service delivery models.

Innovation & Automation:

• Identify and implement automation opportunities to improve operational efficiency.
• Foster a culture of innovation and continuous improvement across all delivery centers.
• Apply Lean Six Sigma methodologies to optimize processes and reduce waste.

Customer Experience & Service Excellence:

• Enhance customer experience outcomes through process redesign and technology enablement.
• Ensure delivery models meet or exceed global quality standards.

Stakeholder Engagement:

• Collaborate with global and regional leadership to ensure alignment on priorities and execution.
• Influence senior stakeholders to support transformation objectives and investments.

Core Competencies:

• Strategic thinking and ability to drive large-scale transformation.
• Strong analytical and problem-solving skills.
• Excellent communication and influencing skills across cultures and geographies.

Key Performance Indicators:

• Digital Transformation
  • Successfully deliver prioritized transformation initiatives.
  • Drive adoption of TP Digital products across global contact centers.
• Operational Efficiency
  • Achieve measurable improvements in process efficiency and cost optimization.
  • Standardize global execution quality.
• Customer Experience
  • Enhance customer experience outcomes through innovation and process redesign.
  • Improve service delivery consistency across geographies.
• Governance & Value
  • Establish and maintain governance frameworks and regular performance reviews.
  • Demonstrate clear business value from transformation initiatives.
• Continuous Improvement
  • Foster a culture of innovation and continuous improvement.

Apply Lean Six Sigma methodologies to identify and implement optimization opportunities