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
Valuable 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