Manager - Digital Transformation

Company Profile

Firstsource 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 :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.