Job Description
Company Profile
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging Un BPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Job location : Mumbai/Gurugram
Role: Associate Director- Business Transformation
Industry: BPM
Experience : 8+ years of experience in relevant role.
Responsibilities : We are looking for a Business transformation expert to join our team. The ideal candidate will be responsible for ensuring that processes within the organization run smoothly and efficiently. They will work with a team of individuals from across the company to develop new ways of working, implement improvements , drive digital interventions, and ensure that everything is running smoothly. This role aligns with our Digital first mindset.
- Working with management to determine strategy for new initiatives or projects.
- Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps
- Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints)
- Ability to perform data analysis and identify the key inference for driving the impacted metrices
- Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
- Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
- Ability to identify the digital intervention for improving the efficiency and effectiveness of processes
- Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets.
- Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises.
- Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met.
- Communicating with stakeholders about transformation initiatives and their impact on the business.
- Monitor & audit the deployed processes for effectiveness & efficiency
- Responsible for generating business impact for the clients using the CI methodologies and frameworks
- Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case
- Understanding of scenario to implement the AI, ML tools
Key Performance Indicators
- Value delivered through projects in different client businesses across Operations, Digital and Technology.
- Automation identification and deployment with support from Digital and technology teams.
- Project Management and Process Improvement
- Facilitating change including facilitated Idea generation and idea management.
- Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives
Qualification & Experience requirements
- Bachelor’s degree in a related field, such as business administration, management or engineering.
- Experience in business transformation and change management in previous organisation is desired.
- Good/Strong understanding of Generative AI, predictive ML, and data analytics.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team in Hybrid setup
Critical:
- Excel, MS Visio, Office, Power apps, MS ecosystem tools
- Any Statistical Discovery Software – JMP / Minitab
Desirable:
- Understanding of RPA and process mining tools.
- Generative AI exposure with Chat GPT,
- Understanding of Digital customer Experience tools
- Exposure to CRM platforms and workflow tools.
- Certifications in Agile , Process mining, Digital transformation is a Plus.
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels email addresses.
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging Un BPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
Job location : Mumbai/Gurugram
Role: Associate Director- Business Transformation
Industry: BPM
Experience : 8+ years of experience in relevant role.
Responsibilities : We are looking for a Business transformation expert to join our team. The ideal candidate will be responsible for ensuring that processes within the organization run smoothly and efficiently. They will work with a team of individuals from across the company to develop new ways of working, implement improvements , drive digital interventions, and ensure that everything is running smoothly. This role aligns with our Digital first mindset.
- Working with management to determine strategy for new initiatives or projects.
- Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps
- Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints)
- Ability to perform data analysis and identify the key inference for driving the impacted metrices
- Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
- Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
- Ability to identify the digital intervention for improving the efficiency and effectiveness of processes
- Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets.
- Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises.
- Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met.
- Communicating with stakeholders about transformation initiatives and their impact on the business.
- Monitor & audit the deployed processes for effectiveness & efficiency
- Responsible for generating business impact for the clients using the CI methodologies and frameworks
- Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case
- Understanding of scenario to implement the AI, ML tools
Key Performance Indicators
- Value delivered through projects in different client businesses across Operations, Digital and Technology.
- Automation identification and deployment with support from Digital and technology teams.
- Project Management and Process Improvement
- Facilitating change including facilitated Idea generation and idea management.
- Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives
Qualification & Experience requirements
- Bachelor’s degree in a related field, such as business administration, management or engineering.
- Experience in business transformation and change management in previous organisation is desired.
- Good/Strong understanding of Generative AI, predictive ML, and data analytics.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team in Hybrid setup
Critical:
- Excel, MS Visio, Office, Power apps, MS ecosystem tools
- Any Statistical Discovery Software – JMP / Minitab
Desirable:
- Understanding of RPA and process mining tools.
- Generative AI exposure with Chat GPT,
- Understanding of Digital customer Experience tools
- Exposure to CRM platforms and workflow tools.
- Certifications in Agile , Process mining, Digital transformation is a Plus.
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels email addresses.
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