AVP, Service Excellence Delivery Lead (Contact Centre) (1-Year Direct Contract)

UOB•Phoenix, AZ

52d

About The Position

The Service Excellence Delivery Lead is responsible for the hands-on execution of service excellence initiatives across multiple markets. This role focuses on operational delivery—translating strategy into action by leading targeted projects, optimizing processes, and ensuring the adoption of new tools and workflows at the frontline. The Delivery Lead partners closely with country teams to resolve real-world challenges, embed sustainable improvements, and drive measurable results in customer experience and operational performance.

Requirements

Minimum 7–10 years of progressive experience in service delivery, operational excellence, or project management, with a strong track record of hands-on project execution and process improvement, preferably within the financial services or contact center industry.
Demonstrated ability to deliver complex, cross-functional projects and implement operational changes at scale.
Advanced analytical skills with experience extracting actionable insights from operational data and service metrics.
Background in process mapping, workflow optimization, or human-centered design.
Lean Six Sigma or similar process improvement certification.
Experience with digital transformation, automation, or AI tool deployment at the operational level.
Exposure to contact center operations or direct collaboration with frontline teams.
Strong proficiency in Microsoft Excel for data analysis and PowerPoint for developing training and communication materials.
Excellent communication skills, both written and verbal, with the ability to train and influence frontline and mid-level stakeholders.
Proven ability to drive adoption of new tools and processes through structured training and stakeholder engagement.
Experience working in fast-paced, multi-country environments and resolving operational challenges in real time.

Responsibilities

Project Delivery & Execution Lead the implementation of targeted service improvement projects, ensuring alignment with regional strategy and timely, measurable outcomes.
Coordinate with country teams to manage project milestones, resolve operational issues, and ensure on-the-ground execution.
Operational Analytics & Insights Analyze operational data (e.g., CSAT, NPS, FCR, AHT) to identify performance gaps and root causes at the process and frontline level.
Translate insights into prioritized, actionable recommendations and support teams in executing improvement actions.
Process Optimization Map, assess, and redesign service delivery workflows to eliminate inefficiencies and standardize best practices across markets.
Facilitate cross-country workshops to share workflow enhancements and embed operational excellence.
Frontline Enablement & Change Adoption Lead training sessions and provide hands-on support to ensure successful rollout and sustained use of new tools and processes.
Engage stakeholders at all levels to secure buy-in, address feedback, and maintain alignment throughout implementation.
Knowledge Transfer & Scalability Document lessons learned, frameworks, and case studies from project delivery.
Develop and distribute toolkits, playbooks, and templates to enable consistent and scalable execution of service excellence initiatives across the region.