Business Transformation Manager

Firstsource; Mumbai; Hybrid; INR 1,200,000 - 1,600,000; Full time

Job summary

Firstsource Solutions Limited is seeking a Business Transformation Manager to drive process improvements, digital interventions, and AI opportunities across multiple domains. You will work with cross-functional teams to implement scalable improvements, map customer journeys, and ensure milestones are met in a hybrid work setup.

Strong communication and analytics skills are essential. The role emphasizes leadership in transformation initiatives, collaboration with Digital and Automation teams,

Qualifications

• Bachelor's degree in business administration, management or engineering.
• Experience in business transformation and change management.
• Good understanding of Generative AI, predictive ML, and data analytics.
• Excellent communication and interpersonal skills.
• Hybrid work setup experience.

Responsibilities

• Lead processes to improve organizational operations and efficiency.
• Drive digital interventions and AI opportunities.
• Coordinate cross-functional teams across Digital, Tech, and Automation.
• Monitor transformation milestones and report progress.
• Engage stakeholders and map customer journeys.

Skills

Communication skills

Interpersonal skills

Hybrid work

Data analytics

Generative AI knowledge

Education

Bachelor's degree in business administration / management / engineering

Tools

Excel

MS Visio

Power Apps

MS Office

JMP

Minitab

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Responsibilities

We are looking for a Business transformation Manager to join our team. The ideal candidate will be responsible for ensuring that processes within the organization run smoothly and efficiently. They will work with a team of individuals from across the company to develop new ways of working, implement improvements , drive digital interventions, and ensure that everything is running smoothly. This role aligns with our Digital first mindset.

• Working with management to determine strategy for new initiatives or projects.
• Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps
• Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints)
• Ability to perform data analysis and identify the key inference for driving the impacted metrices
• Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement
• Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.
• Ability to identify the digital intervention for improving the efficiency and effectiveness of processes
• Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets.
• Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises.
• Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met.
• Communicating with stakeholders about transformation initiatives and their impact on the business.
• Monitor & audit the deployed processes for effectiveness & efficiency
• Responsible for generating business impact for the clients using the CI methodologies and frameworks
• Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case
• Understanding of scenario to implement the AI, ML tools

• Value delivered through projects in different client businesses across Operations, Digital and Technology.
• Automation identification and deployment with support from Digital and technology teams.
• Project Management and Process Improvement
• Facilitating change including facilitated Idea generation and idea management.
• Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives

• Bachelors degree in a related field, such as business administration, management or engineering.
• Experience in business transformation and change management in previous organisation is desired.
• Good/Strong understanding of Generative AI, predictive ML, and data analytics.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in Hybrid setup

Critical

• Excel, MS Visio, Office, Power apps, MS ecosystem tools
• Any Statistical Discovery Software JMP / Minitab

Desirable

• Understanding of RPA and process mining tools.
• Generative AI exposure with Chat GPT,
• Understanding of Digital customer Experience tools
• Exposure to CRM platforms and workflow tools.
• Certifications in Agile , Process mining, Digital transformation is a Plus.