• Lead execution of operational excellence initiatives across one or more vertical (Enrollment, Claims, Call Center, etc) functions for BPaaS customers. • Manage program planning and delivery, including timelines, resource allocation, and stakeholder communication. • Conduct operational assessments and partner with functional leaders to identify inefficiencies and improvement opportunities. • Perform root cause analysis and develop actionable recommendations for process optimization. • Develop and maintain program dashboards to track KPIs, cost savings, and efficiency gains. • Coordinate cross-functional teams to implement process improvements, automation, and workflow optimization. • Ensure standardization of processes and best practices across customer accounts. • Collaborate with technology teams to support automation initiatives (RPA, AI/ML). • Prepare business cases and ROI analyses for proposed initiatives. • Drive change management efforts to ensure adoption and sustainability of improvements. • Facilitate governance processes, including regular review cadences and escalation protocols. • Communicate program progress and outcomes to executive stakeholders and clients. • Mentor and develop team members within the operational excellence function.