Qualifications

Bachelor’s degree/Post Graduate degree, LSS certification, Gen AI tech certifications are also preferred

Experience

6 - 8 years Overall Work experience

BPO/GBS service industry experience

2 – 5 Yr experience in Transformation role Skills and Experience Required Relevant experience in Digital Transformation, knowledgeable about automation tools and platforms used in contact center industry

Hands on experience in process diagnostic study, VSM, lean techniques, brainstorm solutions

Positive analytical skills to drive meaningful conversations using insights from data

Knowledge of GEN AI solutions, tactical automations is an added advantage

Strong Communication and storytelling skills, should have experience in and be able to influence decisions

Exposure to multiple Industry desired

Hands-on with presentations for leadership reviews





Roles & Responsibilities Conduct detailed E2E assessments – Process discovery / mapping tech flows and identify bottlenecks, Process laggards etc linked to workflows & tech

Identify digital transformation opportunities and bring best practices from existing relationships / accounts – Tool positioning will be key here

Derive benefit quantification from the identified opportunities for management review

Create a detailed solution document from the findings gathered for transformation / automation during assessments

Drive awareness regarding transformation across delivery / support teams on regular basis

Work with cross-functional teams on automation projects and ensure closure

Drive Idea Innovation / value creation within delivery / support teams

📌 Deputy Manager (Gurugram)
🏢 HCLTech
📍 Gurugram