Job Description

Job Summary

Experience

6 - 8 years Overall Work experience

BPO/GBS service industry experience

2 – 5 Yr experience in Transformation role

Key Responsibilities

• Conduct detailed E2E assessments – Process discovery / mapping tech flows and identify bottlenecks, Process laggards etc linked to workflows & tech
• Identify digital transformation opportunities and bring best practices from existing relationships / accounts – Tool positioning will be key here
• Derive benefit quantification from the identified opportunities for management review
• Create a detailed solution document from the findings gathered for transformation / automation during assessments
• Drive awareness regarding transformation across delivery / support teams on regular basis
• Work with cross-functional teams on automation projects and ensure closure
• Drive Idea Innovation / value creation within delivery / support teams

Skill Requirements

• Relevant experience in Digital Transformation, knowledgeable about automation tools and platforms used in contact center industry
• Hands on experience in process diagnostic study, VSM, lean techniques, brainstorm solutions
• Good analytical skills to drive meaningful conversations using insights from data
• Knowledge of GEN AI solutions, tactical automations is an added advantage
• Strong Communication and storytelling skills, should have experience in and be able to influence decisions
• Exposure to multiple Industry desired
• Hands-on with presentations for leadership reviews

Other Requirements

Qualifications

Bachelor’s degree/Post Graduate degree, LSS certification, Gen AI tech certifications are also preferred