Manager - Digital Transformation

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job location :Bangalore

Position : Manager- Business Transformation

Division : BPO

Experience : We

Key Responsibilities

• Lead and support

  process improvement initiatives

  using Lean Six Sigma and continuous improvement approaches.



• Identify opportunities for designing AI-led transformation projects

  (Agentic AI, Gen AI, RPA, analytics, and digital tools).


• Partner with senior leaders and cross-functional teams to identify

  margin optimization opportunities

  and efficiency levers.


• Track and report

  KPIs

  for productivity, cost, and customer satisfaction improvements.


• Drive

  change adoption

  , ensuring smooth implementation of new digital tools and processes.


• Research

  emerging AI/digital trends

  and recommend use cases relevant to operations.

Requirements

• 2 4 years

  of work experience in process excellence, digital transformation, or consulting.


• Strong understanding of

  AI/Gen AI use cases, automation, and digital experience tools

  .


• Demonstrated ability to deliver measurable improvements in

  cost, quality, or customer satisfaction

  .

Skills

• Lean Six Sigma methodology (practical application).


• Analytical and data-driven problem solving.


• Familiarity with

  digital enablers

  (RPA, AI chatbots, Gen AI, analytics tools).


• Strong

  communication, presentation, and stakeholder management

  skills.


• Curiosity and

  innovation mindset

  .

Qualifications

• MBA/PGDM (mandatory)

  in Operations, Strategy, or related specialization.



• Lean Six Sigma Green Belt certification (preferred)

  .


• Additional certifications in

  Project Management (PMP/Agile)

  or

  AI/automation tools

  will be an advantage.

Disclaimer: