Manager - Digital Transformation

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job location :Bangalore

Position : Manager- Business Transformation

Division : BPO

Experience : We are seeking a Manager with 2–4years of experience to drive process excellence and digital transformation in our outsourcing operations. The role will focus on workflow improvement, leveraging Lean, Agentic AI, Generative AI, and automation tools, while ensuring measurable gains in efficiency, customer experience, and margin optimization.

Key Responsibilities

• Lead and support process improvement initiatives using Lean Six Sigma and continuous improvement approaches.
• Identify opportunities for designing AI-led transformation projects (Agentic AI, Gen AI, RPA, analytics, and digital tools).
• Partner with senior leaders and cross-functional teams to identify margin optimization opportunities and efficiency levers.
• Track and report KPIs for productivity, cost, and customer satisfaction improvements.
• Drive change adoption, ensuring smooth implementation of new digital tools and processes.
• Research emerging AI/digital trends and recommend use cases relevant to operations.

Requirements

• 2–4 years of work experience in process excellence, digital transformation, or consulting.
• Strong understanding of AI/Gen AI use cases, automation, and digital experience tools.
• Demonstrated ability to deliver measurable improvements in cost, quality, or customer satisfaction.

Skills

• Lean Six Sigma methodology (practical application).
• Analytical and data-driven problem solving.
• Familiarity with digital enablers (RPA, AI chatbots, Gen AI, analytics tools).
• Strong communication, presentation, and stakeholder management skills.
• Curiosity and innovation mindset.

Qualifications

• MBA/PGDM (mandatory) in Operations, Strategy, or related specialization.
• Lean Six Sigma Green Belt certification (preferred).
• Additional certifications in Project Management (PMP/Agile) or AI/automation tools will be an advantage.

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 @firstsource.com email addresses.