Director - Transformation Office

Role Overview

We are looking for an experienced Director Transformation Office to drive business transformation across the organisation. The role will focus on identifying opportunities to move suitable activities to offshore teams, automate processes, and reduce operating costs.

The person will work closely with business leaders, operations, technology and finance teams to identify improvement opportunities and ensure that these are implemented successfully. The objective is to improve productivity, service quality and turnaround time while building efficient, scalable and cost-effective delivery models.

Key Responsibilities

1. Offshoring and Process Transition

• Identify business processes that can be moved to offshore teams or centralised delivery centres.
• Work with business teams to assess process suitability, volumes, costs, resource requirements and operational risks.
• Develop plans for transitioning activities, including process documentation, knowledge transfer, training and handover.
• Ensure that transitioned processes meet agreed quality standards and service levels.
• Work with business development teams to identify potential offshoring opportunities for clients and support solution proposals.

2. Automation and Technology

• Identify manual and repetitive activities that can be automated using technology, RPA, AI and other digital solutions.
• Work with technology teams to assess and implement suitable automation solutions.
• Identify opportunities to reduce manual effort, errors, duplication and processing time.
• Track the benefits of automation in terms of cost savings, productivity and quality improvement.
• Ensure that appropriate controls are in place for data security, compliance and the use of AI.

3. Continuous Improvement

• Review existing processes and identify areas where work can be simplified or made more efficient.
• Identify bottlenecks, unnecessary steps, delays and activities that result in rework.
• Drive initiatives to improve turnaround time, productivity, accuracy and service quality.
• Introduce standard processes, operating procedures and performance measures across teams.
• Encourage employees and managers to identify and implement improvement ideas.

4. Transformation Project Management

• Prepare and maintain a transformation plan covering offshoring, automation, cost optimisation and process improvement initiatives.
• Prioritise projects based on business impact, cost, feasibility and expected benefits.
• Work with relevant teams to define timelines, responsibilities and deliverables.
• Monitor progress, resolve issues and ensure that projects are completed as planned.
• Provide regular updates to senior management on progress, challenges, cost savings and business benefits.

5. Cost Optimisation and Pricing

• Work with Finance and business teams to understand the cost of delivering different services.
• Identify opportunities to reduce costs through better resource utilisation, process redesign, automation and offshoring.
• Help develop cost-per-unit models for services such as applications processed, invoices handled, reports prepared or tickets resolved.
• Support the development of outcome-based pricing models for clients.
• Track whether the expected cost savings and productivity improvements are actually achieved.

6. Performance Tracking and Reporting

• Define measures to track the success of transformation initiatives.
• Monitor cost savings, productivity, turnaround time, quality, automation benefits and service-level performance.
• Establish dashboards and periodic reviews to track progress against targets.
• Ensure that the benefits achieved are properly measured and reported.
• Highlight risks, delays and areas requiring management intervention.

7. Stakeholder Management and Change Management

• Work closely with business heads, functional leaders, technology, finance and operations teams.
• Explain proposed changes to stakeholders and obtain their support for implementation.
• Support teams in adopting new processes, tools and ways of working.
• Identify training and capability-building requirements arising from transformation initiatives.
• Share successful practices across teams and service lines.

Desired Candidate Profile

• Bachelor's degree in Engineering, Business Administration, Operations, IT or a related field. An MBA or relevant postgraduate qualification would be an advantage.
• Typically 15+ years of relevant experience in business transformation, operations, offshoring, shared services, process improvement or consulting.
• Experience in leading transformation projects involving multiple teams or business functions.
• Good understanding of offshore delivery models, process transitions and shared services.
• Exposure to automation, AI-based solutions and technology-enabled process improvement.
• Experience in process improvement methodologies such as Lean or Six Sigma would be an advantage.
• Understanding of cost optimisation, productivity measurement, business cases and return on investment.
• Strong project management, analytical and stakeholder management skills.
• Ability to work with senior management and drive initiatives from planning through implementation.

Key Success Measures

• Successful transition of identified processes to offshore or centralised teams.
• Reduction in operating costs and cost per unit of service delivered.
• Improvement in employee productivity and utilisation.
• Reduction in manual effort, processing time and rework.
• Successful implementation of automation initiatives.
• Improvement in quality and adherence to service-level targets.
• Timely completion of transformation projects.
• Achievement of planned cost savings and other business benefits.
• Development of scalable and commercially viable service delivery models.