Senior Manager - Business Excellence

Role summary

The Senior Consultant on the Lean Design team works in collaboration with the business to identify opportunities and design processes to evolve the maturity of the business-operating model, maximize the return on digital/automation investments and improve the performance of the entire system.

Accountabilities

• Lead design thinking sessions with clients to uncover experiences, unmet needs, and critical "moments of truth" in their journey
• Apply systems thinking to map opportunities against current operating models, utilizing LEAN and Six Sigma techniques to identify root causes of inefficiencies
• Develop and refine digital transformation target operating models, incorporating:
• Automation opportunities
• Optimized workflows
• Web application integration
• Data science applications
• Employee upskilling strategies
• Conduct iterative design sessions and experiments to validate proposed solutions before full-scale development
• Collaborate with product owners, business leaders, and technology teams to create and prioritize minimal viable products (MVPs) using AGILE methodologies
• Maintain and evolve the target operating model, influencing stakeholders through changing roadmaps and improvement backlogs
• Provide capacity insights to operations teams, enabling effective FTE planning and quantifying gains from transformation initiatives
• Create and manage comprehensive transformation roadmaps, aligning with business heads and Lean Design leadership
• Coordinate with senior stakeholders to manage expectations and drive portfolio-wide transformation journeys
• Coach and mentor consultants in building and managing digital transformation initiatives

Skills and Knowledge

• Expert in human-centered design principles and journey mapping techniques
• Proficient in creating and evolving business architectures that align strategic objectives with tactical demands
• Strong ability to assess and optimize data models and flows to facilitate process automation
• In-depth knowledge of emerging technologies and their applications in business transformation:
• Robotic Process Automation (RPA) platforms and implementation strategies
• Generative AI technologies and use cases
• Agentic AI systems and their potential business applications
• Experience in identifying and evaluating automation opportunities across various business functions
• Understanding of AI ethics and governance in corporate environments
• Excellent consulting and relationship management skills, with the ability to understand complex business problems and provide data-driven insights
• Proven track record in managing end-to-end transformation projects, from ideation to implementation
• Ability to stay current with rapidly evolving technological trends and their potential impact on business operations

Education and Experience

• Minimum - University degree, Preference - Masters from a Tier 1-2 Institute
• At least 12-14 years of relevant experience with increasing accountability
• Hands-on knowledge of and certification in various improvement frameworks (LEAN, Six Sigma, AGILE, Human Centered Design, Design Thinking, Customer Journey mapping)
• Experience using Business Architecture to articulate RPA/Micro Automation solutions using platforms such as PEGA, Blue Prism and TABLEAU
• Experience of using process/task mining tools such as Celonis and Sorroco
• Experience of managing multiple portfolios with varied requirements and priorities
• Experience managing complex process improvement projects, including undertaking operational assessments and target operating model design using Lean Six Sigma
• Expert level knowledge of tools to collect, aggregate, segment and analyze data e.g. MS Excel
• Knowledge of MS PowerPoint, MS Project, and MS Visio