Manager - Digital Transformation
Firstsource Solutions · Mumbai · onsite · Posted 28d ago
Undisclosed7–8 yrsfulltimeSourced from
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About this role
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.
Responsibilities
- 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 metrics
- 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 and audit the deployed processes for effectiveness and 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 scenarios to implement the AI, ML tools
- 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
- 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
- Excel, MS Visio, Office, Power Apps, MS ecosystem tools
- Any Statistical Discovery Software JMP / Minitab
- Understanding of RPA and process mining tools.
- Generative AI exposure with Chat GPT
- Understanding of Digital customer Experience tools
- Exposure to CRM platforms and workflow tools.
- Certifications in Agile, Process mining, Digital transformation is a Plus
Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ExperienceAutomationcustomer satisfactionAgilecrmcrm platformsChange ManagementAnalyticsBankingData AnalyticsdeploymentDigital TransformationAdministrationdata analysisArtificial IntelligenceCommunication And Interpersonal Skills
About Firstsource Solutions
Firstsource Solutions
BPO
19.2k+
employees
2001
25 years old
Mumbai, Maharashtra
US
₹3.7L PA avg
Avg at Firstsource Solutions
About
Firstsource focuses on enhancing customer experience through technology and tailored support, optimizing business processes for global clients.
Industries
BPOBPO/KPO
Employee ratings
10 reviews
3.6/ 5
Culture
2.4
Career growth
2.3
Work-life
2.4
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