Job Summary
- Identifies opportunities in voice and non-voice processes for Automation, prepare business cases, project charters, Automation Assessments (RPA), Business Requirement Documents, (BRD) and use cases
- Lead Automation program plan to deliver requirements fitting into the overall program plan and drive UAT and go-live in an identified account
- Drive realization of target FTE benefit, Business impacts
- Drive assessment to build a validated line of sight for automation in conjunction with operations and customers
- Use of statistical models and forecasting techniques to forecast or predict volumes, capacity, customer behavior
- Customer journey
- Data aggregation and data mining techniques help provide insights into past data in the form of dashboards, reports, etc. Oversee project execution on multiple projects and act in case of slippages
- People management supervise project team
- Manage client expectations on overall project delivery
- Review key deliverables / SLA performances before they are presented to the client
- Both formal and informal coaching of team(s) both client and internal
- Lead proposal creation including effort estimates for project work
- Lead pre-sales and post-sales support
- Lead development of domain collaterals
Qualifications and Skills
- Education: UG - Any Graduate - Any Specialization - Any post graduate courses
- Must have project managed high impact Automation/Analytics end to end and exposure to Gen AI Must have RPA automation life cycle management experience
- Must be Black belt Certified from a reputed certifying body/organization (e.g. ASQ / IQF / ISI or equivalent) with excellent command in Lean/Six Sigma methodology or MBA from reputed college Must have experience in BFS domain & reputed KPO is preferred.
- Must have at least 12 years of work experience with a minimum of 8 years of relevant experience in Call center and Back Office processes
- Must have excellent analytical, presentation & communication skills
- Ability to independently develop solutions for complex business functionality
Ready to take the next step Apply today!
