Senior Capability Manager(DPO)

Job Summary

This role is responsible for driving business process transformation across the business unit through structured process discovery, entitlement assessment, operating model evaluation, and technology/tool analysis. The Transformation Senior Manager identifies improvement opportunities, builds transformation roadmaps, and leads execution of strategic programs to improve productivity, customer experience, control, and business outcomes. The role also requires strong awareness of emerging digital capabilities, including AI and automation, and the ability to translate them into practical, scalable business solutions.

Key Responsibilities

• Lead business process transformation initiatives across the business unit, from opportunity identification through implementation and value realization. • Conduct end-to-end process discovery to map current-state workflows, identify pain points, quantify inefficiencies, and define future-state process designs. • Perform entitlement studies to establish baseline performance, identify improvement potential, and quantify productivity, quality, and cycle-time benefits. • Evaluate current technology landscape, tools, and data flows to identify optimization, automation, digitization, and integration opportunities. • Assess and recommend fit-for-purpose solutions, including workflow tools, analytics platforms, automation technologies, and AI-enabled capabilities. • Build business cases, transformation roadmaps, and implementation plans with clear milestones, dependencies, risks, and measurable outcomes. • Drive cross-functional program execution in partnership with operations, technology, product, and support teams to ensure timely delivery and adoption. • Establish governance mechanisms, track KPIs, and monitor transformation benefits related to efficiency, compliance, customer experience, and business performance. • Champion change management by aligning stakeholders, enabling capability building, and supporting sustained adoption of new processes and tools. • Stay current on emerging trends in AI, GenAI, automation, and digital transformation, and identify practical use cases that can be deployed responsibly to improve business outcomes.

Skill Requirements

Strong understanding of business operations, process architecture, and transformation levers within complex service delivery or operational environments.

Strong critical thinking and structured problem-solving skills, with the ability to translate analysis into actionable transformation opportunities.

Requires critical thinking in the decision-making process

Excellent analytical capability, including process diagnostics, data interpretation, entitlement assessment, and opportunity sizing.