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.

● Valuable 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
📍 Bengaluru