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 CommunicationsPosition SummaryWe are seeking a highly motivated and experienced ProcessConsultant to drive efficiency and effectiveness across our ITorganization s core business processes. This pivotal role requires a uniqueblend of process design expertise, rigorous business analysis, data analyticscapabilities and experience on CRM tools. The successful candidate will beresponsible for identifying critical process gaps, designing optimized futurestates, and measuring the quantifiable impact of those improvements to ensuremaximum return on investment.Key Responsibilities
- Process Design and Optimization (The Core Function)
Process
Gap Analysis: Conduct deep-dive assessments using techniques likeValue Stream Mapping (VSM) to analyze current state (As-Is) processes,identify bottlenecks, inefficiencies, and non-value-add steps.FutureState Design: Design and document optimized target state (To-Be)processes utilizing industry standards and best practices.SolutionImplementation: Collaborate with IT Development teams to translateoptimized process flows into technical requirements for systemimplementation (e.g., in platforms like Salesforce, ServiceNow, etc.).CRMFocus: Lead optimization efforts across key CRM processes,including Lead-to-Cash, Sales Cloud, Service Cloud, and MarketingAutomation workflows.ChangeManagement: Lead workshops and training sessions to secureorganizational buy-in and facilitate the adoption of new processes andtools.
- Business & Data Analysis (Analytical Expertise)
Requirements
Elicitation: Function as a Senior Business Analyst, conductingstakeholder interviews, facilitating requirements gathering sessions, andtranslating complex business needs into clear, actionable functionalspecifications.DataMeasurement & Baselining: Establish baseline metrics and KeyPerformance Indicators (KPIs) for current processes, utilizing dataextraction and analysis tools to quantify current state performance (e.g.,cycle time, error rates, throughput).ImpactQuantification: Develop and execute post-implementation measurementplans, providing data-driven reports on the realized business value andReturn on Investment (ROI) of optimized processes to executive leadership.
- Stakeholder Engagement & Leadership
Actas the primary subject matter expert (SME) on process efficiency, advisingsenior management on strategic process improvements.Managea pipeline of process improvement initiatives, prioritizing work based onstrategic alignment and potential business impact.Documentcomprehensive Standard Operating Procedures (SOPs) and training materialsfor new processes.
Experience:
Required QualificationsMinimum of 7+ years of progressive experience in process design,business analysis, management consulting, or process improvement roleswithin an IT or Technology organization.ProcessMethodology: Proven proficiency and practical experience with industrymethodologies such as Lean, Six Sigma, or Business Process Management(BPM).AnalyticalSkills: Demonstrated ability to analyze large datasets, identifytrends, measure performance against KPIs, and present clear, data-drivenconclusions.CRMExpertise: Deep practical experience and functional knowledge ofSalesforce Sales Cloud and/or Service Cloud and related businessprocesses (Lead-to-Cash lifecycle).TechnicalProficiency: Advanced proficiency in process mapping tools (e.g.,Visio, Lucidchart, Miro) and strong hands-on experience with data analysisand reporting tools (e.g., Excel, SQL, Power BI, or Tableau).
Communication:
Exceptional written and verbal communication skills, with a demonstratedability to present complex technical concepts to non-technical executiveaudiences.
Certification:
Preferred QualificationsCertified Lean Six Sigma Green Belt or Black Belt, CBAP (CertifiedBusiness Analysis Professional), or PMP (Project ManagementProfessional) certification.PlatformKnowledge: Direct experience working on process improvements relatedto large enterprise platforms (e.g., Salesforce, ServiceNow, SAP, Oracle).
Experience
operating within an Agile or DevOps environment.
