BPO Process and Presales Consultant

Role: BPO Presales and Process Consultant

Location: Noida (Hybrid , 3 days/week working from office)

Experience Level: 12-20 years

Nature: Presales / advisory, customer-facing; not a proposal only role.

Role summary

BPO process expert in the Business Advisory Group (BAG) who can sit across from a customer's operations leader, talk their process fluently, find the gaps, and shape an AI-led optimisation story that feeds our proposals.

Key responsibilities

• Lead process discussions with customer ops, finance, HR or supply-chain leaders; hold the room without a delivery SME alongside
• Map as-is processes, pinpoint gaps (cycle time, cost, quality, control, experience) and size the value at stake
• Design the to-be process and its AI / automation layer: where GenAI, agents, IDP, RPA and analytics fit, and where they don't
• Turn that into proposal content for RFPs and proactive pitches: solution narrative, process flows, benefits case, transition approach
• Shape outcome-based (BITO) process bundles with the BAG product owners
• Join orals, workshops and due diligence as the process voice
• Build reusable gap-assessment templates and process playbooks for the BAG team

Must-have experience

Process and vertical depth weigh more than RFP tenure.

• 12+ years in BPO with hands-on operations or transformation ownership in at least two process towers, e.g. F&A (P2P, O2C, R2R), HR / Payroll, Procurement / S2P, Customer Service / Contact Centre, Claims, KYC / AML, Supply Chain
• Deep knowledge of 12 verticals, e.g. BFSI, Insurance, Healthcare / Life Sciences, Retail / CPG, Hi-Tech, Utilities, including the regulatory and KPI norms customers will test you on
• Worked RFPs / RFIs end to end: solution shaping, estimation inputs, win themes, orals, not content writing alone
• Designed or delivered process optimisation using AI / automation (IDP, RPA, conversational AI, GenAI copilots or agents) with measurable results: cycle time, FTE, accuracy, CSAT
• Fluent in process frameworks: Lean Six Sigma, APQC PCF, process mining (Celonis, Signavio) or equivalent
• Can run a discovery workshop and write up findings a CXO will read

Good to have

• Lean Six Sigma Black / Green Belt, APQC or BPM certification
• Pricing experience on outcome-based or transaction-based BPO deals
• Exposure to GBS / shared-services set-ups and transitions
• Hands-on with agentic AI platforms and their limits in regulated processes
• Prior consulting (Big 4 / advisory) or BPO solutioning tenure

Profile fit

• Talks process, not slideware; customer ops leaders should feel they are speaking to a peer
• Diagnostic by instinct: asks why a step exists before proposing a bot for it
• Realistic about AI: knows what is production-ready vs demo-ready
• Switches between workshop mode, deal-team mode and writing mode in the same week
• Year-1 success: credibility in customer process discussions, quality of gap-to-AI storylines in bids, reusable assets left for the team