Associate Director Business Transformation

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 :
Mumbai/Gurugram
Role:
Associate Director
- Business Transformation
Industry: BPM
Experience : 8+ years of experience in relevant role.

Responsibilities :
We are looking for a Business transformation expert 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.

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 metrices
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 & audit the deployed processes for effectiveness & 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 scenario to implement the AI, ML tools

Key Performance Indicators

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

Qualification & Experience requirements
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

Critical:
Excel, MS Visio, Office, Power apps, MS ecosystem tools
Any Statistical Discovery Software – JMP / Minitab
Desirable:
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:  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  email addresses.