Job Description

Job Overview

Job Title:

Senior Manager - Business Transformation

Level:

Mid-management

Hiring Location:

India - Hyderabad

Department/Group:

Business Transformation - CMT/ BFSI

Business Unit:

CMT/ BFSI

Travel Required:

YES

Salary Range:

Sub Process:

Voice/Non Voice:

-

Grade

E2/E1

Reporting To :

VP / AVP- BTO

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

Key Performance Indicators

• Value delivered through projects in support functions
• Automation identification and deployment support
• Project Management and Process Improvement
• Facilitating change

• Facilitate Idea generation and idea management.
• Supporting training delivery as required

Qualification & Experience

Critical:

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

Know How

Critical:

MS Visio and MS Office

Desirable:

Statistical Discovery Software - JMP / Minitab

Personal Attributes/Traits

• Socially confident
• Self-driven
• Decisive and action oriented
• Critical thinker
• Eager to learn
• Resilient

Competencies

• Change Management
• Fostering Partnerships with stakeholders
• Managing Transformation
• Customer obsessions / Excellence
• Leading Teams
• Working Across Boundaries

Firstsource Solutions