About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Position Summary
We are seeking a highly motivated and experienced
Process Consultant
to drive efficiency and effectiveness across our IT organization’s core business processes. This pivotal role requires a unique blend of process design expertise, rigorous business analysis, data analytics capabilities and experience on CRM tools. The successful candidate will be responsible for identifying critical process gaps, designing optimized future states, and measuring the quantifiable impact of those improvements to ensure maximum return on investment.
Key Responsibilities
- Process Design and Optimization (The Core Function)
- Process Gap Analysis: Conduct deep-dive assessments using techniques like Value Stream Mapping (VSM) to analyze current state (As-Is) processes, identify bottlenecks, inefficiencies, and non-value-add steps.
- Future State Design: Design and document optimized target state (To-Be) processes utilizing industry standards and best practices.
- Solution Implementation: Collaborate with IT Development teams to translate optimized process flows into technical requirements for system implementation (e.g., in platforms like Salesforce, ServiceNow, etc.).
- CRM Focus: Lead optimization efforts across key CRM processes, including Lead-to-Cash, Sales Cloud, Service Cloud, and Marketing Automation workflows.
- Change Management: Lead workshops and training sessions to secure organizational buy-in and facilitate the adoption of new processes and tools.
- Business & Data Analysis (Analytical Expertise)
- Requirements Elicitation: Function as a Senior Business Analyst, conducting stakeholder interviews, facilitating requirements gathering sessions, and translating complex business needs into clear, actionable functional specifications.
- Data Measurement & Baselining: Establish baseline metrics and Key Performance Indicators (KPIs) for current processes, utilizing data extraction and analysis tools to quantify current state performance (e.g., cycle time, error rates, throughput).
- Impact Quantification: Develop and execute post-implementation measurement plans, providing data-driven reports on the realized business value and Return on Investment (ROI) of optimized processes to executive leadership.
- Stakeholder Engagement & Leadership
- Act as the primary subject matter expert (SME) on process efficiency, advising senior management on strategic process improvements.
- Manage a pipeline of process improvement initiatives, prioritizing work based on strategic alignment and potential business impact.
- Document comprehensive Standard Operating Procedures (SOPs) and training materials for new processes.
Required Qualifications
- Experience: Minimum of 7+ years of progressive experience in process design, business analysis, management consulting, or process improvement roles within an IT or Technology organization.
- Process Methodology: Proven proficiency and practical experience with industry methodologies such as Lean, Six Sigma, or Business Process Management (BPM).
- Analytical Skills: Demonstrated ability to analyze large datasets, identify trends, measure performance against KPIs, and present clear, data-driven conclusions.
- CRM Expertise: Deep practical experience and functional knowledge of Salesforce Sales Cloud and/or Service Cloud and related business processes (Lead-to-Cash lifecycle).
- Technical Proficiency: Advanced proficiency in process mapping tools (e.g., Visio, Lucidchart, Miro) and strong hands-on experience with data analysis and reporting tools (e.g., Excel, SQL, Power BI, or Tableau).
- Communication: Exceptional written and verbal communication skills, with a demonstrated ability to present complex technical concepts to non-technical executive audiences.
Preferred Qualifications
- Certification: Certified Lean Six Sigma Green Belt or Black Belt, CBAP (Certified Business Analysis Professional), or PMP (Project Management Professional) certification.
- Platform Knowledge: Direct experience working on process improvements related to large enterprise platforms (e.g., Salesforce, ServiceNow, SAP, Oracle).
- Experience operating within an Agile or DevOps environment.
