Strategic Operational LeadershipServe as a trusted advisor to the Project Director, providing expert guidance on operational strategy and execution.Champion initiatives that enhance operational efficiency, reduce costs, and improve service quality across the center.Service Design and Continuous ImprovementLead the design and implementation of scalable, customer-centric processes.Identify and execute continuous improvement initiatives across Operations.Embed Lean Six Sigma methodologies to drive sustainable improvements.Performance and InsightLead the development and maintenance of performance dashboards and KPIs to monitor operational health.Use data analytics and business intelligence tools (e.g., Power BI) to identify trends, diagnose issues, and support decision-making.Translate insights into actionable strategies that improve service delivery and customer experience.Compliance and Quality AssuranceEnsure adherence to regulatory requirements, internal policies, and quality standards.Oversee the implementation and maintenance of Quality Management Systems.Oversee quality audits and reviews to ensure operational integrity and compliance.Governance and ReportingProduce high-quality reports and presentations for senior stakeholders, highlighting performance, risks, and opportunities.Cross-Functional CollaborationLead cross-functional project teams to deliver strategic initiatives and process enhancements.Build strong relationships with operational leaders to align improvement efforts with business goals.Change Management and Culture BuildingDrive change management efforts to support organizational transformation and the adoption of new processes.Foster a high-performance culture that promotes innovation, ownership, and continuous improvement.Training and Capability DevelopmentCoach and mentor teams on operational excellence principles and tools, building internal capability in process improvement and quality management.Oversee the design, preparation and delivery of high-quality and effective training programs across operational teams. 
