Process Excellence Consultant

4 days ago

gautam buddha nagar, India BIG Language Solutions Full time

Process Excellence Consultant (BPO Onboarding)/Business Excellence

Location: Noida

Reports to: VP, Operations

Teams: Operations, Quality, Analytics, Automation/IT, Client Success

Role summary

Lead consulting engagements for new customer onboardings across typical BPO towers.

You will map the current state, design the future state with clear improvement and

automation levers, and stand up the KPI framework and business case—so we can both

sell and deliver measurable value from Day 1 through steady state.

What you’ll do

• Pre-sales & scoping

o Partner with Sales on discovery calls, RFx responses, and proof-of-value

assessments.

o Define scope, approach, and deliverables; craft proposals/SOW inputs,

timelines, and success criteria.

• Current-state discovery

o Plan/lead workshops, interviews, floor walks; capture VOC/CTQs.

o Produce SIPOC, BPMN as-is flows, RACI, value-stream maps, capacity

models, and pain-point heatmaps.

o Baseline performance using samples, WFM data, ERP/CRM extracts, QA

reads, and (where available) process mining.

• Future-state design & automation

o Redesign processes for standardization, right-first-time, and digital

enablement.

o Identify and size automation (RPA/IPA, workflow/BPM, integrations, self

service/IVR, knowledge/KCS, GenAI copilots).

o Produce SOPs, controls, acceptance criteria, and a phased implementation

roadmap.

• KPI framework & instrumentation

o Build KPI trees (leading/lagging), formulas, data sources, baselines, targets,

and owners.

o Specify dashboards (Power BI/Tableau) and QA/calibration routines; design

benefits tracking with Finance.

• Business case & governance

o Quantify value (cost, quality, speed, CX/EX, risk), TCO/ROI, and stage-gate

tollgates.

o Drive change management: stakeholder mapping, comms, training/adoption,

and risk/compliance alignment (SOX/PCI/HIPAA/GDPR as applicable).

• Handover & enablement

o Transition designs to delivery teams with user stories, SOP packs, control

plans, 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 with

value/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 process

improvement 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 (UiPath/AA/Power Automate), WFM/WFO, QA platforms, and BI (Power

BI/Tableau).

• Comfortable scoping GenAI 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 leading

parallel workstreams.

Please share me the resumes to email:-- bhanu.prakash@biglanguage.com and call me to discuss:-- +91 8977514667

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