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.
Job Title
Director Business Transformation