Role Overview:
We are looking for a Manager - Business Transformation & AI to drive business transformation through GenAI, Agentic AI, Automation and Process Excellence. The role involves identifying operational inefficiencies, redesigning business processes and implementing technology-led solutions to improve business performance.
Mandatory Skills:
- 5+ years of experience in Process Excellence / Business Transformation / Digital Transformation.
- Strong understanding of Contact Centre / BPO operations and CX metrics (NPS, CSAT, AHT, FTE).
- Proven experience in GenAI / Agentic AI implementation.
- Knowledge of Business Process Re-engineering, RPA and Workflow Automation.
- Strong understanding of Lean Six Sigma and process improvement.
- Excellent stakeholder management and presentation skills.
Job Details:
Preferred: BPO, BFSI, or Telecom experience; Lean Six Sigma Green Belt / Black Belt certification.
Location: Malad, Mumbai
Work Mode: 5 days Work From Office
Working Window: 12 PM - 12 AM (flexibility required)
Travel: 25% across Malad, Thane and Powai.
Key Responsibilities:
- Lead process assessments and identify business transformation opportunities.
- Drive AS-IS to TO-BE process mapping and process re-engineering.
- Design and implement GenAI, Agentic AI, RPA and automation solutions.
- Develop transformation roadmaps, business cases and ROI models.
- Lead AI-led POCs and implementation initiatives.
- Work with clients and stakeholders to improve operational efficiency and customer experience.
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