Director Business Transformation

4 weeks ago


Mumbai, Maharashtra, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website

Job location :Mumbai

Position : Director/Associate Director- Business Transformation

Division : Business Transformation

Experience : 12-15 years of experience in relevant role

Roles & 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
  • Responsible for generating business impact for the clients using the CI methodologies and frameworks

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 organization 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

Know How

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.


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