Process excellence consultant

4 weeks ago

Noida, India BIG Language Solutions Full time

Process Excellence Consultant (BPO Onboarding)/Business ExcellenceLocation: NoidaReports to: VP, OperationsTeams: Operations, Quality, Analytics, Automation/IT, Client SuccessRole summaryLead consulting engagements for new customer onboardings across typical BPO towers.You will map the current state, design the future state with clear improvement andautomation levers, and stand up the KPI framework and business case—so we can bothsell and deliver measurable value from Day 1 through steady state.What you’ll do• Pre-sales & scopingo Partner with Sales on discovery calls, RFx responses, and proof-of-valueassessments.o Define scope, approach, and deliverables; craft proposals/SOW inputs,timelines, and success criteria.• Current-state discoveryo Plan/lead workshops, interviews, floor walks; capture VOC/CTQs.o Produce SIPOC, BPMN as-is flows, RACI, value-stream maps, capacitymodels, and pain-point heatmaps.o Baseline performance using samples, WFM data, ERP/CRM extracts, QAreads, and (where available) process mining.• Future-state design & automationo Redesign processes for standardization, right-first-time, and digitalenablement.o Identify and size automation (RPA/IPA, workflow/BPM, integrations, selfservice/IVR, knowledge/KCS, Gen AI copilots).o Produce SOPs, controls, acceptance criteria, and a phased implementationroadmap.• KPI framework & instrumentationo Build KPI trees (leading/lagging), formulas, data sources, baselines, targets,and owners.o Specify dashboards (Power BI/Tableau) and QA/calibration routines; designbenefits tracking with Finance.• Business case & governanceo Quantify value (cost, quality, speed, CX/EX, risk), TCO/ROI, and stage-gatetollgates.o Drive change management: stakeholder mapping, comms, training/adoption,and risk/compliance alignment (SOX/PCI/HIPAA/GDPR as applicable).• Handover & enablemento Transition designs to delivery teams with user stories, SOP packs, controlplans, and success criteria.Core deliverables• Discovery plan; SIPOC; BPMN as-is; pain-point heatmap; baseline metrics deck.• Future-state designs; SOP/control plan; automation opportunity register withvalue/effort sizing.• KPI dictionary & dashboard spec (sources, refresh cadence, ownership).• Value model & implementation roadmap (quick wins + phased rollouts).• Proposal/SOW inputs and customer-ready executive narrative.For each KPI the consultant defines: Description, Formula, Data source (CRM/ITSM, ERP,WFM, QA, EHR for RCM), Baseline, Target, Owner, Frequency, Control limits/actions.Qualifications• 5–8+ years in BPO/Shared Services or consulting with hands-on processimprovement and client onboarding.• Lean Six Sigma Black Belt; strong facilitation, problem structuring, and storytelling.• Tooling: BPMN (Visio/Signavio), process mining (Celonis/Power Automate PM),RPA/IPA (Ui Path/AA/Power Automate), WFM/WFO, QA platforms, and BI (PowerBI/Tableau).• Comfortable scoping Gen AI use cases with appropriate controls (PII, auditability,redaction).• Excellent stakeholder management across client execs, Ops, IT, and Finance;proposal/SOW writing experience.Working model• Travel up to 20–30% for client sites/centers of excellence.• May mentor Analysts/GBs; dotted-line collaboration with site quality/ops leads.• Operates across multiple towers; comfortable context-switching and leadingparallel workstreams.Please share me the resumes to email:-- and call me to discuss:--

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