Optimization Lead - Managed Service Delivery, Midshift

Job Description

The Optimization Lead drives process improvement, efficiency, identifies automation opportunities, and continuous improvement initiatives to enable world-class performance and compliance in a regulated environment. The role has a strong focus on supporting the transition of the engagement model to an offshore managed service model while maintaining operational stability and compliance.

• Identify and deliver optimization opportunities that improve throughput, quality, and unit cost within managed service scope.
• Build repeatable process improvement and automation approaches that scale across service lines.
• Identified improvements are measurable by well-defined metrics, dashboards, and benefits can be tracked.
• Ensure improvements are implemented through governed changes to protect service stability and compliance.

Enable offshore managed service transitions by defining current and target state process and sub-processes.

Qualifications

Primary Objectives

• Identify and deliver optimization opportunities that improve throughput, quality, and unit cost within managed service scope.
• Build repeatable process improvement and automation approaches that scale across service lines.
• Identified improvements are measurable by well-defined metrics, dashboards, and benefits can be tracked.
• Ensure improvements are implemented through governed changes to protect service stability and compliance.
• Enable offshore managed service transitions by defining current and target state process and sub-processes.

Key Responsibilities

Process Optimization (& Automation)

• Identify and implement optimization opportunities across key business workflows using Lean, Six Sigma, BPM, or similar methodologies.
• Champion simplification and throughput improvements by removing unnecessary handoffs, reducing rework, and improving data accuracy.
• Rapidly understand end-to-end processes and document current, transitional, and future states (process maps, BPMN, SOP updates).
• Partner with technology and operations teams to evaluate and enable automation opportunities (including RPA where applicable).
• Develop standard work and guidance that enables consistent execution in an offshore managed service delivery model.

Performance & Efficiency Monitoring

• Define, track, and report KPIs related to efficiency, cost savings, productivity, and service outcomes.
• Develop dashboards and reporting mechanisms for visibility (e.g., Power BI) and ensure metric definitions are consistent.
• Establish benefits realization tracking (baseline, expected benefit, actual benefit, and sustainability checks).
• Use data to prioritize improvement opportunities based on impact, feasibility, risk, and alignment to managed service commitments.

Cross-Functional Collaboration

• Partner with onshore stakeholders, offshore delivery teams, and other functions to support scalable optimization initiatives.
• Work closely with Service Assurance/Quality partners to ensure improvements do not compromise controls, compliance, or stability.
• Coordinate with transition leads to embed optimized processes into transition plans, training, and steady-state operations.

Leadership and Governance

• Lead pilot programs, test-and-learn experiments, and change rollouts across teams.
• Ensure compliance with regulatory standards and internal control frameworks during process changes.
• Apply disciplined change governance: intake, impact assessment, approvals, implementation plan, and post-implementation validation.
• Document decisions, tradeoffs, and risks; escalate blockers and drive closure on actions.

Managed Services Transition Enablement

• Support the transition to an offshore managed service model by identifying standardization and industrialization opportunities.
• Define process readiness criteria for offshore adoption (SOP completeness, control points, tooling, training, and measurement readiness).
• Help establish sustainable operating rhythms (performance reviews, continuous improvement backlog, and benefits tracking) for steady-state operations.

Key Deliverables / Outputs

• Documented process maps (current, transitional, future state) and updated SOPs/standard work.
• Optimization pipeline/backlog with prioritization logic and benefits cases.
• Dashboards and KPI reporting for efficiency, productivity, and benefits realization.
• Automation opportunity assessments and implementation support artifacts (requirements, process definitions, controls considerations).
• Change artifacts (impact assessments, implementation plans, training updates, and post-implementation validation results)

Qualifications

• 7+ years in process optimization, automation, or continuous improvement, preferably in regulated industries (financial services, banking, insurance).
• Proven experience in Lean Six Sigma, BPM, or similar disciplines; familiarity with RPA is beneficial but not required.
• Strong analytical skills and proficiency with reporting/visualization tools (e.g., Power BI, Tableau).
• Demonstrated ability to lead cross-functional projects, collaborate across business and technical teams, and drive change.

Key Competencies

• Structured problem solving and hypothesis-driven analysis.
• Change leadership with disciplined execution and follow-through.
• Stakeholder management across onshore/offshore delivery models.
• Process documentation rigor and attention to control/compliance requirements.
• Ability to translate strategy into pragmatic, scalable operating improvements.
• Success Measures 
• Measured efficiency gains and benefits realization sustained over time (not one-time improvements).
• Improved throughput and reduced cycle time without degradation to quality or compliance.
• Well-adopted standard work and repeatable improvement methods across managed service delivery.
• Improved performance visibility through consistent KPIs and leadership-ready dashboards.
• Smooth transitions enabled by process standardization and readiness discipline.

Additional Information

• Bachelor’s or Master’s degree in business, engineering, data analytics, or related field.
• PMP/Scrum Master, Lean Six Sigma, or BPM certification a plus.