Business Transformation Manager

2 weeks ago


England, UK, United Kingdom Firstsource Full time

Job Title: Senior Manager- Process Excellence


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 and 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
  • Ensure the use of problem-solving and root-cause analysis where necessary
  • Deploy framework to improve Process performance on the shop floor.
  • Lead VSM and Problem-Solving Workouts with various businesses
  • Monitor & audit the deployed processes for effectiveness & efficiency
  • Responsible for generating business impact for the clients using the CI methodologies and frameworks


Key Performance Indicators


  • Value delivered through projects in support functions
  • Automation identification and deployment support
  • Project Management and Process Improvement
  • Facilitating change
  • Facilitate Idea generation and idea management.
  • Supporting training delivery as required


Qualification & Experience

Critical:

  • LSS Black Belt Certification (or) Management Consulting Experience
  • Strong analytical, problem-solving, facilitation and project management skills
  • Experience in Value Stream Mapping
  • Experience in facilitating problem-solving workshops/kaizen events / Design sprints.
  • Automation experience
  • Knowledge of Generative AI, process mining tools and RPA tools
  • BPO/KPO experience


Desirable:

  • Agile Certification
  • Gen AI Certification
  • Process Mining certification


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