Senior Manager/Manager - Business Transformation - BPO/ITeS

Sr Manager/ Manager-Business Transformation

Responsibilities:

- Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses

- Conduct process discoveries/analysis of existing processes, systems, and workflows to identify potential bottlenecks and opportunities for digital transformation using RPA, AI and workflows

- Develop and implement strategies to drive digitization, automation, and process improvement initiatives

- Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation

- Ability to analyse customer behaviour based on NPS/CSAT. Suggest significant changes through digital transformations.

- Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement

- Engage with senior stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.

- Identify opportunities to improve business profitability and deploy solutions

- Engage with Clients to identify opportunities and drive Key business priorities

- Lead BB Level Projects, and coach & mentor Green Belts

- Provide innovative leadership in driving quality performance

- Ensure the use of problem solving and root cause analysis where necessary

- Deploy framework to improve Process performance on the shop floor.

- Lead VSM and Problem-Solving Workouts with the various businesses

- Monitor & audit the deployed processes for effectiveness & efficiency

- Responsible for generating business impact for the clients using the CI methodologies and frameworks

Qualification and Experience:

- MBA

- LSS Black Belt Certification (or) Management Consulting Experience

- Strong analytical, problem solving, facilitation and project management skills

- Experience in Value Stream Mapping

- Experience in facilitating problem solving workshops / kaizen events / Design sprints.

- Automation experience

- Knowledge on Generative AI, process mining tools and RPA tools

- BPO/KPO experience

Desirable:

- Agile Certification

- Gen AI Certification

- Process Mining certification