Process Excellence Consultant (BPO Onboarding)

Role Overview: As a Process Excellence Consultant specializing in BPO Onboarding and Business Excellence, you will lead consulting engagements for new customer onboardings across various BPO towers. Your role involves mapping the current state, designing the future state with improvement and automation levers, and establishing the KPI framework and business cases to deliver measurable value from the initial stages through steady state. Key Responsibilities: - Pre-sales & scoping: - Collaborate with Sales on discovery calls, RFx responses, and proof-of-value assessments. - Define scope, approach, and deliverables; create proposals/SOW inputs, timelines, and success criteria. - Current-state discovery: - Plan and lead workshops, interviews, and floor walks to capture VOC/CTQs. - Produce SIPOC, BPMN as-is flows, RACI, value-stream maps, capacity models, and pain-point heatmaps. - Future-state design & automation: - Redesign processes for standardization, right-first-time, and digital enablement. - Identify and size automation opportunities (RPA/IPA, workflow/BPM, integrations, self-service/IVR, knowledge/KCS, GenAI copilots). - KPI framework & instrumentation: - Develop KPI trees, 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 activities such as stakeholder mapping, communications, training/adoption, and risk/compliance alignment. - Handover & enablement: - Transition designs to delivery teams with user stories, SOP packs, control plans, and success criteria. Qualification Required: - 5-8+ years of experience in BPO/Shared Services or consulting with hands-on process improvement and client onboarding. - Lean Six Sigma Black Belt certification; proficiency in facilitation, problem structuring, and storytelling. - Proficient in tools such as 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; strong stakeholder management skills. - Travel up to 20-30% for client sites/centers of excellence; experience in mentoring Analysts/GBs and collaborating with quality/ops leads. Note: The Job Description does not contain any additional details about the company.,