Tech Mahindra - Senior Role - Business Transformation Services - Service Desk

Assessment-

- Ability to identify opportunities, create solutions, present them as business cases to key stakeholders and execute the solution proposed.

- Process mapping and identifying non value add steps to create lean and agile processes.

- Responsible for identifying business problem areas and aligning themselves to the pain areas through GB/BB/Other Projects

- Perform As-is analysis and provide To-be recommendations based on customer's functional requirements, Service Levels, ticket data, ITSM Ticketing Tools and Automation tool sets to provide end-to-end solution.

- Participate and/or lead discussions prospective client meetings, due-diligence sessions, presentations, conference calls, and collaborative solution whiteboard sessions in order to provide differentiation of solution proposed by Tech Mahindra.

- Strengthen and enhance internal processes to make them more efficient and effective by identify process improvement/re-engineering opportunities.

- Drive Automation drive across the accounts to identify RPA feasibility and drive them seemlessly

- Seek opportunity for Automation, Robotics and other technology solutions to bring scalability in the processes

- Responsible for working with the client's Business excellence & Operations teams to hunt down processes for RPA & conducting initial RPA process investigation, priority, assessment & fitment analysis. You will be responsible for PDD (Process design document)

- Act as customers- key contact and guide them through the analysis process and become their trusted advisor on process automation

- Provide quality consulting service by applying lean, and other relevant quality methodologies with the objective to reduce cost/cycle time, improve productivity, increase revenue, improve product/service quality, and/or realign organizational practices with business strategies

- Work in coordination with other departments to incubate new solutions and technology for existing and new businesses

Analysis and Feedback -

- Research to create value added / proactive proposals for prospective/existing customers.

- Benchmarking performance of existing customers vis-a-vis competition

- Conduct interactive workshops for employees on quality tools and generate process improvement ideas

- Presenting data, sharing analysis and getting concurrence from stakeholders on actions (for assigned processes

Reporting & Administration-

- Share progress on Six Sigma and other Continuous Improvement initiatives with leadership team and other Ops/Reliance Jio stakeholders

- Participate in Daily/Weekly/Monthly reviews to share the update and action plan on various process and system improvements

- Spread awareness around practices as Six Sigma, Lean, Automation etc. via workshops, sessions and other activities