Operational Transformation Manager

Manager Operational Transformation

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility for translating the Operational Excellence strategy into an executable enterprise transformation roadmap. The role leads portfolio governance, delivery coordination, and benefits realization across Process Excellence, AI/Automation, and Analytics teams to ensure measurable business impact.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Transformation Strategy & Portfolio Management

Own and manage the end-to-end transformation roadmap and initiative portfolio

Define prioritization framework in alignment with business strategy

Balance demand vs. capacity across transformation streams

Ensure alignment of initiatives across Customer Care and enterprise functions

Governance & Execution Oversight

Lead governance forums, steering committees, and transformation reviews

Track delivery progress, risks, dependencies, and escalations

Ensure standardization of delivery methodologies and tools

Remove execution blockers and resolve cross-functional conflicts

Benefits Realization & Performance Management

Define and enforce benefits tracking methodology

Monitor realization of financial and operational impact

Ensure initiatives deliver measurable outcomes (cost, quality, CX, productivity)

Maintain transformation performance dashboards (e.g., Power BI)

Stakeholder & Change Leadership

Partner with senior business stakeholders to drive alignment

Communicate transformation progress and outcomes to leadership

Drive adoption and accountability across business units

Influence cross-functional leaders in a matrix environment

Capability Building & Best Practice Scaling

Standardize Lean, Agile, and transformation methodologies

Scale best practices across regions and business domains

Support continuous improvement culture across the organization

What you’ll bring

Experience in Operational Excellence, Continuous Improvement, Business Transformation, or Consulting.

Strong project and transformation management skills, with experience leading cross-functional initiatives.

Solid knowledge of Operational Excellence methodologies, including Lean, process improvement, root cause analysis, and process redesign.

Excellent analytical and problem-solving capabilities with a data-driven approach.

Strong stakeholder management, communication, and facilitation skills, with the ability to influence across all organizational levels.

Ability to manage multiple priorities in a fast-paced environment and drive initiatives from concept to implementation.

Good understanding of automation, AI, and digital transformation concepts and their application to business processes.

Lean Six Sigma Green Belt, Lean certification, or equivalent practical experience applying continuous improvement methodologies.

Project Management certification (PMP, PRINCE2, Agile, or equivalent).

Experience leading enterprise-wide transformation initiatives.

Experience within Shared Services, Customer Operations, BPO, or Service Delivery organizations.

Experience working in global or matrix organizations.

Familiarity with Power BI and workflow management platforms.

What we offer

Competitive Compensation : Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication

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