We are seeking a highly analytical and results-driven Lead Process Consultant to pioneer
our operational excellence initiatives. In this role, you will evaluate our end-to-end business
workflows, identify critical bottlenecks, and implement scalable, data-backed process solutions.
As a senior leader, you will manage complex consulting workstreams, mentor junior consultants,
and act as a trusted advisor to executives and stakeholders. Should be anchoring for the entire
program.Acts as the central engagement anchor: spearheads the functional workstream,
integrates insights from telephony and CRM systems, and maintains ultimate accountability for
deliverable quality and client-facing findings. Responsible for:
Discovery and process reconstruction
Reconstruct the end-to-end resolution workflow for each material intent: steps, decision
points, systems touched, hand-offs and closure.
Establish the intended path for each workflow and quantify how far real cases deviate from
it.
Design and run a desktop observation study across a stratified sample of agents -
application switching, dwell time, manual re-keying, time spent waiting on systems.
Decompose handling time into talk, hold, system wait and after-call work, and explain the
differences between teams and intents.
Separate broken process from training gap, with the evidence that supports the call
Stakeholder and evidence work
Design and run the interview programme across operations, IT, compliance and the
business lines.
Facilitate working sessions that produce artefacts, not notes.
Hold the evidence standard: every documented fact carries its source and its
confidence,



and nothing material is asserted on the strength of a workshop alone.
Synthesis and ownership - the anchor part of the role
Chair the weekly findings review across both tracks and arbitrate where the technical
and functional pictures disagree.
Own the cross-track root-cause synthesis: connecting a configuration fact to an
operational consequence to a business impact.
Subject every finding to adversarial challenge before publication, and downgrade what
does not survive it.
Build and prioritise the findings and remediation backlog - severity, evidence class,
described failure mode, named owner.
Produce the prioritised roadmap, including the sequencing constraints between
initiatives.
Run the client readouts and hold the relationship with the sponsor. Process Optimization & Engineering
Evaluate current workflows: Conduct comprehensive assessments of existing
systems, technical infrastructures, and operational procedures
Design current states: Map out current-state processes, create detailed
Standard Operating Procedures (SOPs), and evaluate against the best practices
Identify inefficiencies and pain points.
Positive to have an US Health care contact center experience, Lean, Six Sigma,
Kaizen, and Agile
Project Leadership & Governance
Lead project lifecycles:



Manage process re-engineering projects from initial
discovery and requirements gathering through to execution and change
management.
Track performance: Utilize data analytics and business intelligence tools to
measure process performance, monitor KPIs, and quantify ROI.
Establish guardrails: Drive standardization practices and ensure strict
alignment with internal corporate compliance and client guidelines.
Should be able produce:
Intent taxonomy and contact-reason baseline
Process library - one documented workflow per material intent, with
conformance annotated
Handling-time and manual-effort analysis
Findings and remediation backlog
Prioritised roadmap and executive readout MUST HAVE
Experience leading current-state assessments of contact centre or customer
service operations as the person accountable for the output, not as a contributor
to someone else.
Process discovery and documentation done with your own hands - not
oversight of others doing it.
The ability to run a room containing an IT change manager and a business
operations director, and leave it with a decision. Evidence discipline - comfortable saying "we do not know that yet" in front of a
client.
Enough technical fluency to challenge a telephony or CRM specialist's
conclusion without being able to do their job.
STRONG PLUS
Healthcare payer or provider domain - regulated contact handling, grievance
and appeal timelines, clinical escalation paths.
Process mining or conformance-checking tooling.
Prior work where the client had little or no existing documentation to start from.

📌 Lead Process Consultant (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru