Job Title

Company ProfileFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.Job location : Mumbai/GurugramRole: Associate Director- Business TransformationIndustry: BPMExperience : 8+ years of experience in relevant role.Responsibilities : We are looking for a Business transformation expert to join our team. The ideal candidate will be responsible for ensuring that processes within the organization run smoothly and efficiently. They will work with a team of individuals from across the company to develop new ways of working, implement improvements , drive digital interventions, and ensure that everything is running smoothly. This role aligns with our Digital first mindset.- 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 toolsKey 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 objectivesQualification & 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 organisation 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 setupCritical:- Excel, MS Visio, Office, Power apps, MS ecosystem tools - Any Statistical Discovery Software – JMP / MinitabDesirable:- 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.Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @ email addresses.