Program Manager - Operations Excellence (Partner) Tamara 

Process mapping and Improvement:

• Conduct thorough analyses of existing business processes to identify inefficiencies and areas for improvement.
• Collaborate with cross-functional teams to design and implement streamlined and optimized processes.
• Perform gap analysis to discover where processes are lacking or not aligned with best practices, proposing solutions to bridge these gaps.
• Work closely with the operations and stakeholder teams to translate these gaps into actionable operational improvements.

Key Performance Indicators development (KPIs), and monitoring:

• Establish and monitor key performance indicators to track the effectiveness of operational processes.
• Implement data-driven decision-making processes to drive improvements and efficiencies.
• Develop long-term business health metrics that ensure sustainable growth (DPMO, agent productivity, service delivery efficiency).
• Forecast goals with the help of BI, CP / WFM
• Collaborate closely with stakeholders, BI, and operations teams to ensure all defined metrics and processes are aligned with company-wide goals.

Work with data:

• Work with the BI team to ensure dashboards are optimized to reflect actionable metrics and insights needed for decision-making.
• Define the metrics and KPIs needed for dashboards, ensuring they serve the operational excellence and business health objectives.
• Use data insights to inform strategic decision-making and contribute to long-term operational planning.
• Based on data analysis, propose practical solutions to resolve operational inefficiencies and improve overall service delivery.
• Track the success of process changes and other improvements to ensure they are delivering the intended results and driving measurable improvement.

Project Management:

• Lead and oversee operational excellence projects from conception to implementation.
• Develop project plans, timelines, and milestones, ensuring successful project delivery.

Continuous Improvement Culture:

• Foster a culture of continuous improvement by promoting and implementing best practices in operational excellence.
• Provide guidance to employees at all levels on continuous improvement methodologies.

Change Management:

• Implement change management strategies to ensure successful adoption of new processes and initiatives.
• Work closely with leadership to communicate changes, address concerns, and promote a positive change culture.

Collaboration:

• Collaborate with department heads and team leads to understand operational challenges and develop tailored solutions.
• Build strong relationships across departments to drive cross-functional collaboration.

Your expertise

• Bachelor's degree in Business, Quality Management, Industrial Engineering, or related field
• 4-6 years of experience in operational excellence, B2B process improvement, or partner success roles
• Proven track record in fintech, payments, e-commerce platforms, or B2B technology companies
• Strong knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma).
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal skills, with the ability to influence and inspire change.
• Project management certification (e.g., PMP) is desirable.
• Familiarity with partner management platforms and B2B operational systems