Description:

- Consult BPO clients and prospects to assess current-state operations across customer support and back-office processes.

- Identify optimization and transformation opportunities across people, process, technology, and operating models.

- Conduct discovery and solutioning workshops with client stakeholders, including operations, CX, IT, and business leaders.

- Design end-to-end BPO transformation solutions that improve efficiency, customer experience, and business outcomes.

- Act as a key solutioning partner for supporting strategic pursuits, complex deals, and account expansion initiatives.

New Deal & Presales Solutioning:

- Partner with sales and presales teams on new deal pursuits, RFPs, and proactive proposals.

- Shape solution narratives, win themes, and value propositions aligned to client objectives.

- Support commercial solutioning, including effort sizing, operating model design, and alignment with pricing and margin expectations.

- Lead solution presentations and client discussions through proposal and deal-closure stages.

Existing Account Growth & Expansion:

- Work closely with ops teams to identify whitespace and growth opportunities within existing BPO engagements.

- Design expansion, transformation, and automation-led solutions to drive incremental revenue and deeper client penetration.

- Support account planning by providing solution roadmaps and CX transformation ideas.

Transformation, Automation & GenAI

- Leverage automation, analytics, digital platforms, and generative AI to improve productivity, quality, and customer experience.

- Translate GenAI and automation capabilities into practical, governed, and implementable BPO use cases.

- Ensure solutions balance innovation with operational feasibility, risk management, and compliance.

Delivery Alignment & Transition Readiness:

- Key solutioning partner to the SVP BPM, supporting strategic pursuits, complex deals, and account expansion initiatives.

- Collaborate with delivery, transition, and competency teams to ensure solutions are executable.

- Define high-level transition approaches, governance models, SLAs, and success metrics.

- Ensure proposed solutions align with delivery capabilities and long-term scalability.

Required Skills & Experience:

- Strong experience in the BPO industry, with exposure to customer support and/or back-office operations (India BPO ecosystem preferred).

- 5 to 10 years of overall experience, with 3+ years in solutioning, presales, consulting, or architecture roles.

- Proven ability to engage and communicate with senior client stakeholders.

- Experience translating business problems into clear, value-led BPO solutions.

- Working knowledge of automation, analytics, digital CX platforms, and generative AI in a services context.

- Strong presentation, storytelling, and solution articulation skills