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 configura

📌 Lead Process Consultant Bengaluru
🏢 Trigent Software
📍 Bengaluru