Business Excellence

About the Company

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 caseso we can both sell and deliver measurable value from Day 1 through steady state.

About the Role

What you'll do:

Pre-sales & scoping

• Partner with Sales on discovery calls, RFx responses, and proof-of-value assessments.
• Define scope, approach, and deliverables; craft proposals/SOW inputs, timelines, and success criteria.

Current-state discovery

• Plan/lead workshops, interviews, floor walks; capture VOC/CTQs.
• Produce SIPOC, BPMN as-is flows, RACI, value-stream maps, capacity models, and pain-point heatmaps.
• Baseline performance using samples, WFM data, ERP/CRM extracts, QA reads, and (where available) process mining.

Future-state design & automation

• Redesign processes for standardization, right-first-time, and digital enablement.
• Identify and size automation (RPA/IPA, workflow/BPM, integrations, self service/IVR, knowledge/KCS, GenAI copilots).
• Produce SOPs, controls, acceptance criteria, and a phased implementation roadmap.

KPI framework & instrumentation

• Build KPI trees (leading/lagging), formulas, data sources, baselines, targets, and owners.
• Specify dashboards (Power BI/Tableau) and QA/calibration routines; design benefits tracking with Finance.

Business case & governance

• Quantify value (cost, quality, speed, CX/EX, risk), TCO/ROI, and stage-gate tollgates.
• Drive change management: stakeholder mapping, comms, training/adoption, and risk/compliance alignment (SOX/PCI/HIPAA/GDPR as applicable).

Handover & enablement

• 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

• 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.