Process Excellence Consultant (BPO Onboarding)/ Business Excellence

As a Process Excellence Consultant (BPO Onboarding)/Business Excellence in Noida, reporting to the VP of Operations, you will be leading consulting engagements for new customer onboardings across various BPO towers. Your responsibilities will include 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 Day 1 through steady state. **Key Responsibilities:** - **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 process mining where available. - **Future-state design & automation:** - Redesign processes for standardization, right-first-time, and digital enablement. - Identify and size automation opportunities such as RPA/IPA, workflow/BPM, self-service/IVR, and more. - Produce SOPs, controls, acceptance criteria, and a phased implementation roadmap. - **KPI framework & instrumentation:** - Build KPI trees, formulas, data sources, baselines, targets, and owners. - Specify dashboards and QA/calibration routines; design benefits tracking with Finance. - **Business case & governance:** - Quantify value, TCO/ROI, and stage-gate tollgates. - Drive change management activities. - **Handover & enablement:** - Transition designs to delivery teams with user stories, SOP packs, control plans, and success criteria. **Qualifications:** - 5-8 years in BPO/Shared Services or consulting with hands-on process improvement and client onboarding experience. - Lean Six Sigma Black Belt certification. - Proficiency in tools like BPMN, process mining, RPA/IPA, WFM, QA platforms, and BI. - Comfortable scoping GenAI use cases. - Strong stakeholder management skills and experience in proposal/SOW writing. **Additional Details:** - Travel up to 20-30% for client sites/centers of excellence. - May mentor Analysts/GBs and collaborate with site quality/ops leads. - Operates across multiple towers with the ability to lead parallel workstreams. If you are interested in this role, please share your resume with bhanu.prakash@biglanguage.com and call +91 8977514667 for further discussion.,