Process Excellence Strategist
2 days ago
A leading provider of Business Process Management (BPM) services, Firstsource is a trusted partner to over 100 top brands worldwide. With a presence in the US, UK, India, and Philippines, we offer customized solutions covering the entire customer lifecycle across various verticals.
About UsAs a part of the RP Sanjiv Goenka Group, Firstsource has established itself as a renowned player in the BPM industry. Our 'rightshore' delivery model enables us to provide cost-effective solutions that meet the evolving needs of our clients.
Role OverviewWe are seeking an experienced Process Excellence Strategist to lead process improvement initiatives and drive digital transformation across support functions. The ideal candidate will have a strong analytical mindset, excellent problem-solving skills, and the ability to mentor and guide teams.
The successful candidate will be responsible for:
- Developing and executing process improvement plans to eliminate costs, enhance customer experience, and increase efficiency
- Mentoring and guiding teams to achieve strategic objectives
- Facilitating positive working relationships with senior functional heads
- Designing and facilitating problem-solving workshops, kaizen events, and design sprints
- Exploring opportunities for high-impact transformation initiatives, such as RPA/AI deployment and contact avoidance/elimination/deflection
The Process Excellence Strategist will be measured on the following key performance indicators:
- Value delivered through projects in support functions
- Automation identification and deployment support
- Project management and process improvement
- Facilitating change
- Idea generation and idea management
To succeed in this role, you will need:
- Strong analytical, problem-solving, facilitation, and project management skills
- Experience in value stream mapping and facilitating problem-solving workshops/kaizen events/design sprints
- MBALSS Black Belt Certification or Management Consulting Experience
R1,200,000 - R1,800,000 per annum, depending on experience and qualifications.
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