Senior Transformation Consultant - Pune null

Position Summary

The Transformation Specialist is someone who has extensive experience in the Call Center / BPO space and can design, document, analyze, and test business process models.  This is comparable to a Business Process Analyst role. These professionals can translate functional business requirements into business process models throughout the entire life cycle. They perform organization and resource modelling, analyze processes in a variety of dimensions, build accurate and realistic simulations and solutions to drive business improvements, create reports, and identify business measures to address productivity and performance management.  

Responsibilities

• Consult with all Operational levels within the client organization to develop and drive solutions for business and process optimization
• Manage the department and activities for the region (multi-country / Multi-site) and work with various team members and functions to drive transformation efforts.
• Conduct business and process analysis of quantitative and qualitative inputs
• Observe and document steps and details related to process execution
• Facilitation of Focus Group meetings specific to Business and Functional Processes
• Development of Business and Operational Process Models to level 5 or 6
• Identification and documentation of process and business challenges/pain points that impede the process and business performance
• Development of actionable insights and holistic solutions that will drive process optimization, automation and overall business performance improvement
• Partner with multiple teams to develop overall solution design, costing and business case
• Create compelling future state process models, recommendations, solutions, business cases, documentation and simulations to increase the acceptance rate of projects for our internal and prospective client base
• Define business requirements for solutions for technology and non-technology solutions

Requirements

• College degree or equivalent preferred (specific work experience is highly preferred) Knowledge of and/or certification in Lean / Six Sigma 2 - 4 years of professional experience in business process analysis, modelling and solution development and/or continuous improvement 2- 4 years experience in Contact Center / BPO management role or Contact Center Consulting experience 2-3 years experience in Robotic Process Automation (RPA) / AI / ML / Cognitive Solutions In-depth understanding of the Banking/Financial services industry. In-depth understanding includes things like key business objectives, market trends, typical and Best in Class Processes, technologies and opportunity areas (including process flow, process interdependencies) and a comprehensive view of the client operating model and environments.
• Excellent verbal and written communication skills Strong analytical skills Advanced proficiency and knowledge of MS Office suite of products, including Outlook, Excel, Word and PowerPoint Presentation, Storyboarding and creating compelling business cases are critical for the role.
• Must be willing to work a flexible schedule based on client and project needs ~30% travel (some travel could be for extended periods of 4-6 weeks) English: Fluent
• Experience with UiPath / Automation Anywhere / Blue Prism RPA Visual Basics and Macro, Chrome Extension programming a plus Experience solutioning and deploying ChatBots, Virtual Assistants – Voice and Chat a plus