Senior Manager - Business Transformation

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-cantered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job Title: Senior Manager- Business Transformation

Function/Department: Business Transformation

Responsibilities :  We are looking for a Business transformation Manager 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 tools.

Qualifications & 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 setup

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

⚠️ 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.