Director - 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-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. 

Roles & Responsibilities:

• Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses
• Conduct process discoveries/analysis of existing processes, systems, and workflows to identify potential bottlenecks and opportunities for digital transformation using RPA, AI and worksflows
• Develop and implement strategies to drive digitization, automation, and process improvement initiatives
• Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation
• Ability to analyse customer behaviour based on NPS/CSAT. Suggest significant changes through digital transformations.
• Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
• Engage with senior stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
• Identify opportunities to improve business profitability and deploy solutions
• Engage with Clients to identify opportunities and drive Key business priorities
• Lead BB Level Projects, and coach & mentor Green Belts
• Provide innovative leadership in driving quality performance
• Ensure the use of problem solving and root cause analysis where necessary
• Deploy framework to improve Process performance on the shop floor.
• Lead VSM and Problem-Solving Workouts with the various businesses
• Monitor & audit the deployed processes for effectiveness & efficiency
• Responsible for generating business impact for the clients using the CI methodologies and frameworks

Qualification & Experience

Critical:

MBA

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.

Automation experience

Knowledge on Generative AI, process mining tools and RPA tools

BPO/KPO experience

Desirable:

Agile Certification

Gen AI Certification

Process Mining certification

⚠️ 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.