2026-7942 Optimization Lead Managed Service Delivery (Midshift)

• AGSI was incorporated in April 2016. We are committed to supporting the goals of Arch divisions through exceptional service delivery. We pride ourselves on maintaining flexibility and responsiveness to adapt to business unit and industry demands while focusing on sound project management. We are dedicated to growing and developing our employees as we build strong teams with strategic leadership.

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.

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.

• 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.