Digital Services and Transformation Vice President (1285)

Overview

Lead Digital Transformation & help Shape the Future of Intelligent Operations.

We are seeking a strategic, commercially minded Digital Services & Transformation Director to lead TPs digital transformation initiatives across our contact centre operations.

This is a high-impact leadership role responsible for delivering client transformation roadmaps, digitally enhancing operations with automation, AI, data insight, and operational excellence.

If you are passionate about measurable transformation, intelligent automation, and customer-centric innovation — this is your opportunity to drive global change at scale.

Qualifications

Experience

• 10+ years- experience in service operations

• 5+ years in senior transformation leadership

• Matric or equivalent (Essential)

• Proven track record delivering enterprise digital transformation

• Experience in BFSI or regulated environments

• Demonstrated governance, value tracking, and executive engagement expertise

 

Technical Expertise

• Digital transformation strategic planning & execution

• Automation (RPA, AI, workflow orchestration)

• Knowledge of continuous improvement methodology and Lean Six Sigma operational excellence

• Operational performance & value realisation frameworks

• Omnichannel and CX optimisation

• Global stakeholder influence

Responsibilities

You will:

• Work within our digital transformation team to Lead cross-functional collaboration across Operations, Technology and client teams

• Define and execute digital transformation roadmaps rolling out TPs digital AI solutions

• Implement Standards to continuously modernise contact centre operating models

• Identify and drive automation, AI and workflow optimisation initiatives

• Embed governance frameworks and value realisation discipline

• Ensure customer experience outcomes are at the forefront and maximised across multiple geographies

• Influence senior stakeholders and secure ongoing investment

 

Leadership Profile

You are:

• Strategically sharp with strong commercial awareness

• Comfortable influencing C-suite and board-level stakeholders

• Data-driven and outcome-focused

• Passionate about operational discipline and measurable impact

• Skilled at leading change across global, multicultural teams

• An innovation champion with pragmatic execution capability

 

What You’ll Deliver

• Scalable, standardised service delivery frameworks

• Measurable cost-to-serve improvements

• Increased automation and AI adoption across delivery centres

• Improved CSAT/NPS and service consistency

• Embedded Lean Six Sigma and continuous improvement culture

• Transparent governance and executive performance reporting

• Demonstrable ROI from digital initiatives