Senior Manager - Process Excellence

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 : Hyderabad

Role: Sr. Manager- Process Excellence

Division : BPO

Experience : 8+ years of experience in relevant role.

Responsibilities

Identity, lead, manage, mentor or execute process improvement and digitization initiatives for support functions with the objective of eliminating cost, improving Customer experience and Increasing efficiency

Establish positive working relationships at senior levels with functional heads.

Zeal to build a culture of continuous improvement and innovation.

Flexibility and initiative in achieving the desired outcome

Coach, guide and support team to achieve team, department and strategic objectives.

Manage and execute as per plan key cross functional cross geography organizational initiatives.

Flexibility to use data driven, process driven, or Creativity based approach to problem solving (or) opportunity identification

Support idea generation initiative across the support function.

Design and facilitate problem solving workshops / kaizen events / design sprints.

Explore opportunities for high impacting transformation initiatives i.e. RPA/AI deployment, Contact avoidance/elimination/deflection etc.

Support end to end deployment of Intelligent Automation (IA) by identifying opportunities, documenting requirements and support deployment.

Key Performance Indicators

· Value delivered through projects in support functions

· Automation identification and deployment support

· Project Management and Process Improvement

· Facilitating change

· Facilitate Idea generation and idea management.

· Supporting training delivery as required

Critical

LSS Black Belt Certification (or) Management Consulting Experience

Strong analytical, problem solving, facilitation and project management skills

Experience in Value Stream Mapping

Experience in facilitating problem solving workshops / kaizen events / Design sprints.

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..