Process Excellence Consultant (BPO Onboarding)
- Big 4
- 8 - 13 years
- Noida, Gurugram
- 4 months ago
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Job Description
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Process Excellence Consultant (BPO Onboarding)
Location: Noida
Reports to: VP, Operations
Teams: Operations, Quality, Analytics, Automation/IT, Client Success
Role summary
Lead consulting engagements for new customer onboardings across typical BPO towers.
You will map the current state, design the future state with clear improvement and
automation levers, and stand up the KPI framework and business caseso we can both
sell and deliver measurable value from Day 1 through steady state.
What youll do
- Pre-sales & scoping
- Partner with Sales on discovery calls, RFx responses, and proof-of-value
assessments.
- Define scope, approach, and deliverables; craft proposals/SOW inputs,
timelines, and success criteria.
- Current-state discovery
- Plan/lead workshops, interviews, floor walks; capture VOC/CTQs.
- Produce SIPOC, BPMN as-is flows, RACI, value-stream maps, capacity
models, and pain-point heatmaps.
- Baseline performance using samples, WFM data, ERP/CRM extracts, QA
reads, and (where available) process mining.
- Future-state design & automation
- Redesign processes for standardization, right-first-time, and digital
enablement.
- Identify and size automation (RPA/IPA, workflow/BPM, integrations, self
service/IVR, knowledge/KCS, GenAI copilots).
- Produce SOPs, controls, acceptance criteria, and a phased implementation
roadmap.
- KPI framework & instrumentation
- Build KPI trees (leading/lagging), formulas, data sources, baselines, targets,
and owners.
- Specify dashboards (Power BI/Tableau) and QA/calibration routines; design
benefits tracking with Finance.
- Business case & governance
- Quantify value (cost, quality, speed, CX/EX, risk), TCO/ROI, and stage-gate
tollgates.
- Drive change management: stakeholder mapping, comms, training/adoption,
and risk/compliance alignment (SOX/PCI/HIPAA/GDPR as applicable).
- Handover & enablement
- Transition designs to delivery teams with user stories, SOP packs, control
plans, and success criteria.
Core deliverables
- Discovery plan; SIPOC; BPMN as-is; pain-point heatmap; baseline metrics deck.
- Future-state designs; SOP/control plan; automation opportunity register with
value/effort sizing.
- KPI dictionary & dashboard spec (sources, refresh cadence, ownership).
- Value model & implementation roadmap (quick wins + phased rollouts).
- Proposal/SOW inputs and customer-ready executive narrative.
For each KPI the consultant defines: Description, Formula, Data source (CRM/ITSM, ERP,
WFM, QA, EHR for RCM), Baseline, Target, Owner, Frequency, Control limits/actions.
Qualifications
- 58+ years in BPO/Shared Services or consulting with hands-on process
improvement and client onboarding.
- Lean Six Sigma Black Belt; strong facilitation, problem structuring, and storytelling.
- Tooling: BPMN (Visio/Signavio), process mining (Celonis/Power Automate PM),
RPA/IPA (UiPath/AA/Power Automate), WFM/WFO, QA platforms, and BI (Power
BI/Tableau).
- Comfortable scoping GenAI use cases with appropriate controls (PII, auditability,
redaction).
- Excellent stakeholder management across client execs, Ops, IT, and Finance;
proposal/SOW writing experience.
Working model
- Travel up to 2030% for client sites/centers of excellence.
- May mentor Analysts/GBs; dotted-line collaboration with site quality/ops leads.
- Operates across multiple towers; comfortable context-switching and leading
parallel workstreams.
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Share me the resumes to email:- bh**********h@bi********e.com or call me-- +91 8977514***
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Sales & Business DevelopmentRole Category: BD / Pre SalesRole: Pre Sales HeadEmployement Type: Full timeContact Details:
Company: BIG Language SolutionsLocation(s): Noida, Gurugram
Keyskills: Bpo Presales Business Process Management Generative Ai Aris MS Visio Process Analysis Process Mining Six Sigma Green Belt Presales Six Sigma Black Belt Business Process Modeling Lean Six Sigma Bpmn Process Consulting Celonis Signavio Camunda Bpm Process Modeling SOW
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