Senior Manager

About the Company

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Role:

Location:

Division:

Responsibilities

• Working with management to determine strategy for new initiatives or projects.
• Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps
• Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints)
• Ability to perform data analysis and identify the key inference for driving the impacted metrices
• Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
• Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
• Ability to identify the digital intervention for improving the efficiency and effectiveness of processes
• Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets.
• Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises.
• Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met.
• Communicating with stakeholders about transformation initiatives and their impact on the business.
• Monitor & audit the deployed processes for effectiveness & efficiency
• Responsible for generating business impact for the clients using the CI methodologies and frameworks
• Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case
• Understanding of scenario to implement the AI, ML tools

Key Performance Indicators

• Value delivered through projects in different client businesses across Operations, Digital and Technology.
• Automation identification and deployment with support from Digital and technology teams.
• Project Management and Process Improvement
• Facilitating change including facilitated Idea generation and idea management.

Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives

Qualification & Experience requirements

• Bachelor’s degree in a related field, such as business administration, management or engineering.
• Experience in business transformation and change management in previous organization is desired.
• Good/Strong understanding of Generative AI, predictive ML, and data analytics.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in Hybrid setup

Know How

Critical:

• Excel, MS Visio, Office, Power apps, MS ecosystem tools
• Any Statistical Discovery Software – JMP / Minitab

Desirable:

• Understanding of RPA and process mining tools.
• Generative AI exposure with Chat GPT,
• Understanding of Digital customer Experience tools
• Exposure to CRM platforms and workflow tools.
• Certifications in Agile , Process mining, Digital transformation is a Plus.

Regards

Arul M

arul.mmm@firstsource.com