ITC Infotech - Lead Process Consultant

Role: Domain Consultant

Domain Expertise's & Skills:

Business Process Outsourcing & Knowledge Process Outsourcing operations for an IT Company, with cross functional experience in the areas of delivery / operations management for BPO / KPO services (outsourced or shared services) in Procurement / Sourcing / Vendor Management / Compliance / Data Collection & Management / Plan to Order / Order-to-Pay and allied services for the Retail & Consumer Goods industry space.

Proactive, Performance-driven, at least 12+ year's progressive experience and expertise in managing Business Process Outsourcing / Knowledge Process Outsourcing operations within critical production environment, supporting environments like Procurement services, ERP & Sourcing systems.

Ensuring successful delivery of all business process outsourcing projects.

- Manage service delivery from customer engagement to execution process

- Establishing and improve delivery benchmarks for BPO / KPO projects.

- Ensure adherence to quality standards

- Provide program management support for all project initiatives.

- Performance Reporting: Develop KPI measure specific to customer Industry segment and report them on Individual, Team, and Productivity basis

Strategic planning :

- Design and create processes to improve operational efficiency.

- Establish support center for multiple technology platforms and transition of tasks and processes.

- Consolidation of functions to drive cost savings

- Drive compliance, risk & access management across outsourcing projects & solutions.

- Developing business growth plan for related categories from short terms & long term perspective including benchmarking competitors.

Customer services :

- Customer experience management, inbound support, customer relationship management.

- Resolve customer concerns with sensitivity and objectivity

Team Management:

a) Creating, mentoring and managing large cross functional teams.

b) Leading and setting up dedicated teams for successful functional operations and transitions.

c) Increase productivity.

- Financial management

- Create value propositions for clients :

a) Create strong value propositions for clients tying smart processes, smart technologies and smart insights.

Preferred Certifications:

- Certified Lean Six Sigma Black Belt

- Certified PMP

Specialist:

- Consumer Goods and Retail Domain

- Outsourcing Operations Management

- Business Process Management

- Process migration

- Project management

- Client acquisition & retention

Customer service management

- Financial management & cost control

- Team building

- Analytics

Location: Bangalore