Roles and Responsibilities:Closely work with Account Management team and OPS leaders to ensure Customer centricity of assigned accounts Contractual compliance, meet CSAT target, other customer asks/ action items, proactively identify potential escalationOperation Excellence E2E process mapping, identify & agreement on RACI, FMEA, propose controlsProcess Improvement Identify and lead potential improvement projects following Lean/ Six Sigma/ Kaizen/ AutomationHelp team to meet the SLA/ KPI TargetAssurance - Periodic audit on the Service Delivery model and identify opportunity of improvement, ensure compliance with CMS/ ISO/ CMMI standardQualifications:GraduateLeanMandatory Skills:Hands on Operational Management experience - Service Delivery model, Forecasting, Work Planning, Work monitoring & control, Quality Audit/ VOCLean principleOthers - Process documentation, metrics/ SLA-KPI frameworkAdditional Skills:Excellent verbal and written communication skills, email etiquette, interpersonal skills, corporate etiquette and knowledge of escalation procedures.