Job Title: Business Transformation Director

Department: Global Service Operations

Location: Mexico, Philippines, or India

Job Summary:

The Business Transformation Director will lead strategic transformation initiatives within the company to drive efficiency, innovation, and enhanced service delivery. This role will oversee large-scale projects that optimize processes, integrate new technologies, and improve operational performance in alignment with the company’s long-term goals. The ideal candidate will have extensive experience in financial services, operational excellence, change management, data analysis, and business intelligence. They will bring together key strands of technology, continuous improvement, and behavioral science to drive transformational changes that are embedded within the organization for meaningful impact.

Key Responsibilities:

· Lead and oversee the planning, execution, and monitoring of transformation initiatives, ensuring adherence to best practices, standards, and methodologies.

· Develop and implement a comprehensive business transformation strategy that aligns with the company’s objectives and operational priorities.

· Lead cross-functional teams to identify, analyze, and execute process improvement initiatives, ensuring efficiency and cost-effectiveness.

· Oversee the adoption of digital technologies, automation, and data-driven decision-making to enhance operational capabilities.

· Utilize data analysis and business intelligence to drive informed decision-making, identify trends, and measure transformation success.

· Roll out predictive analysis capability through data analysis and business intelligence.

· Identify and leverage opportunities for innovation, collaboration, and co-creation with internal and external stakeholders, fostering a culture of continuous improvement and learning across the organization by proactively seeking out opportunities for change and sourcing new solutions to improve delivery.

· Drive cultural and organizational change, ensuring buy-in and engagement from key stakeholders at all levels.

· Evaluate the impact and effectiveness of the transformation initiatives and ensure alignment with the organization’s performance indicators and quality standards.

· Collaborate closely with C-Suite and other senior leadership, technology, risk, compliance, and finance teams to ensure seamless execution of transformation programs.

· Establish and monitor key performance indicators (KPIs) to track progress, measure impact, and report on transformation success.

· Identify potential risks and develop mitigation strategies to ensure smooth project execution.

· Act as a champion for continuous improvement methodologies such as Lean, Six Sigma, and Agile.

· Manage budgets, resources, and timelines for multiple transformation initiatives.

· Provide leadership, guidance, mentoring, and coaching to project teams and internal stakeholders, promoting a high-performance and customer-focused culture.

Qualifications & Experience:

· A degree or higher in Business, Management, or a related field, or equivalent experience.

· 10+ years of experience in business transformation, operational strategy, or process improvement within financial services.

· Proven senior experience in leading and successfully delivering transformation change in an operational context.

· Strong knowledge of digital transformation, automation technologies, data analysis, and business intelligence.

· Critically, highly digitally literate with proven experience utilizing progressive technologies (including Artificial Intelligence) to drive business improvement or customer experience.

· Passionate about the impact of technology and a natural ability to actively seek out new ways technology can be operationalized to improve services.

· Expertise in change management methodologies such as PROSCI, ADKAR, or equivalent.

· Certification in Lean Six Sigma (Black Belt preferred) or Agile methodologies is an advantage.

· Excellent project and program management skills, with the ability to plan, execute, and monitor multiple transformation initiatives simultaneously, managing associated budgets, resources, and risks.

· Exceptional stakeholder management and communication skills, with the ability to build and maintain effective relationships, and influence and persuade at all levels.

· Innovative and creative thinking skills, with the ability to identify and leverage opportunities for improvement, co-creating new and customer-centric solutions.

· Analytical and problem-solving skills, with the ability to evaluate and measure the impact and effectiveness of transformation initiatives, ensuring alignment with the organization’s performance indicators and quality standards.

· Leadership and people management skills, with the ability to lead, guide, and coach the transformation team and other colleagues, fostering a high-performance and customer-focused culture.

Please refer to job description.