Senior Consultant

Evalueserve; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Evalueserve, Inc. in Gurugram is seeking a Senior Consultant to lead process transformation across global technology clients, focusing on incentive, marketing and partner programs.

You will own end-to-end service outcomes, drive standardization, automation and AI-enabled analytics, and lead a team of process professionals in a fast-paced managed services environment.

Qualifications

• 7–11 years of experience in process management, managed services, or operational excellence.
• Demonstrated experience managing complex, multi-step processes and client relationships in a global delivery environment.
• Proven track record of improving process performance through standardization, simplification, automation or data-led interventions.
• Bachelor's degree in business, engineering, technology, operations or a related discipline.
• Master's degree or relevant certification in operations, project management, analytics or automation is preferred.

Responsibilities

• Manage client processes across the full lifecycle of incentive, marketing and partner programs.
• Take end-to-end ownership of service outcomes, balancing accuracy, turnaround times, stakeholder experience, risk controls and continuous improvement.
• Coordinate with client stakeholders, partners, global delivery teams and other functions to resolve issues and maintain service continuity.
• Plan and execute user acceptance testing for client tools and workflow changes, document results and coordinate defect resolution.
• Lead and mentor a team of process consultants and analysts with coaching and quality oversight.
• Monitor service performance and ensure client outcomes are consistently achieved.

Skills

Process thinking

Structured problem-solving

Root-cause analysis

Excel

PowerPoint

Power BI

Stakeholder governance

Service management

Change management

Team leadership

Communication

Education

Bachelor's degree in business/engineering/technology/operations

Master's degree or relevant certification (preferred)

Tools

Power BI

Excel

PowerPoint

Job description

Job Summary

Your Impact

As a Senior Consultant in Evalueserve's TMT Process Transformation Managed Services practice, you will lead the delivery and continuous improvement of business processes for global technology clients. You will own services across the lifecycle of incentive, marketing and partner programs, from partner onboarding and enrollment through claim execution, support and payment reconciliation. The role combines process excellence, service governance, data-led insight and practical automation. You will simplify fragmented ways of working, standardize operations across regions and progressively move services from ticket-based task execution to outcome-owned delivery.

Responsibilities

Process Operations Client Delivery

• Manage client processes across the full lifecycle of incentive, marketing and partner programs, including partner onboarding, enrollment, offer setup, claim execution, support and payment reconciliation.
• Take end-to-end ownership of service outcomes, balancing operational accuracy, turnaround times, stakeholder experience, risk controls and continuous improvement.
• Coordinate with client stakeholders, partners, global delivery teams, Credit and Collections, and other dependent functions to resolve issues and maintain service continuity.
• Respond to audit and control requests, maintain process evidence, track remediation actions and support adherence to approved procedures.
• Plan and execute user acceptance testing for client tools and workflow changes, document results, coordinate defect resolution and support controlled releases.
• Lead and mentor a team of process consultants and analysts, providing work allocation, coaching, quality oversight and professional development support.
• Monitor service performance, manage priorities and exceptions, and ensure that commitments, controls and client outcomes are consistently achieved.
• Build strong day-to-day client relationships through reliable execution, transparent communication and proactive resolution of operational risks.

Process Excellence Operating Model Transformation

• Map end-to-end processes, document standard operating procedures and establish clear roles, hand-offs, controls, inputs and outputs.
• Standardize processes across regions while accounting for approved local variations, making delivery clear, consistent, efficient and transparent.
• Transform the operating model by consolidating services, eliminating non-value-adding work and streamlining fragmented activities rather than carrying forward current complexity.

Automation, AI Data Analytics

• Identify and prioritize opportunities for workflow automation, intelligent routing, self-service, AI-assisted case handling and analytics-led decision support.
• Work with operations, technology and client teams to translate process pain points into practical automation or AI use cases with clear controls and measurable benefits.
• Use enrollment, claims, payment and service data to produce accurate reporting, identify trends and exceptions, and generate actionable insights for client stakeholders and partners.
• Support responsible use of AI-enabled tools by validating outputs, protecting confidential information, documenting human review points and monitoring operational performance.

Experience and Education

• 7-11 years of experience in process management, managed services, business operations, service delivery, process transformation or operational excellence.
• Demonstrated experience managing complex, multi-step processes and client relationships in a global delivery environment.
• Proven track record of improving process performance through standardization, simplification, root-cause resolution, automation or data-led interventions.
• Bachelor's degree in business, engineering, technology, operations or a related discipline.
• Master's degree or relevant certification in operations, process excellence, project management, analytics or automation is preferred.

Skills and Knowledge

• Strong process thinking, structured problem-solving and root-cause analysis skills, with the ability to connect operational activity to business outcomes.
• Hands-on experience in process mapping, SOP development, controls, service metrics, continuous improvement and operating model design.
• Strong stakeholder and governance management skills, including the ability to run service reviews, communicate risks and drive actions across client and delivery teams.
• Strong Excel and PowerPoint skills; experience with reporting and visualization tools such as Power BI is preferred.
• Working knowledge of workflow automation, AI-enabled operations, data analytics and UAT methods, with sound judgment on where human oversight is required.
• Strong program and service management capabilities, including planning, prioritization, issue management, quality control, change management and team leadership.
• Excellent written and verbal communication skills, with the ability to simplify complex process issues and present clear recommendations and decisions.

Preferred Experience

• Experience in partner incentives, marketing programs, claims operations, payment reconciliation, partner support or related commercial operations.
• Experience consolidating or standardizing processes across regions, functions or service lines in a managed-services environment.
• Experience leading process analysts, operations teams or cross-functional improvement initiatives.
• Familiarity with process mining, workflow platforms, robotic process automation, generative AI, agentic workflows and business-intelligence tools.
• Exposure to audit support, operational controls, UAT, change implementation and service transition is desirable.

Why This Role is Unique

• Work directly with some of the world's leading technology companies to run and transform business-critical operational processes.
• Own processes end to end and improve the outcomes experienced by clients, partners and internal stakeholders.
• Build a differentiated combination of process excellence, managed-services leadership, data analytics, automation and applied AI expertise.
• Gain significant exposure to senior client stakeholders through service governance, transformation reviews and operational decision-making.
• Shape a more simplified, standardized and insight-led operating model while introducing automation and AI at a practical, responsible pace.
• Accelerate your career by combining operational ownership, technology understanding, people leadership and measurable client impact.

Growth and Support

We are committed to nurturing your leadership potential. You will be paired with an Evalueserve mentor, work alongside high-performing teams on global TMT operations, and access learning programs in process excellence, managed services, data analytics, automation and applied AI.

Leadership Perspective

Pallab Kumar Deb, CEO

"Domain knowledge is the hardest thing to build in the age of AI. We've spent 25 years building it, workflow by workflow, in industries where getting the details wrong is expensive. That's what domain-led AI firm means here. Not a layer of AI on top of generic services, but AI built into the specific judgment calls our clients face every day. If you want to build AI that changes how real work gets done."

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.