This role is placed under the ‘Transformation and Data Insights’ team which is an amalgamation of Utilities, Travel, Banking and Retail and will need to bring together expertise in a range of transformation levers and work with extended organizational teams and resources to deliver objectives.

Skills & Experience

Essential skills and experience - minimum criteria

• Education:
• Bachelor’s degree (any)
• Experience:
• ~10+ years of experience in primarily business transformation and operations management, or related roles, mandatorily in BPM environments.
• Proven track record of successfully delivering large-scale transformation projects across complex organizations.
• Expertise in process improvement methodologies (Lean, Six Sigma, etc.).
• Strong understanding of digital technologies, automation solutions (RPA, AI), and data analytics.
• Experience in managing cross-functional teams and driving stakeholder engagement at senior levels.
• Technical Skills:
• Automation Tools: Experience with leading RPA platforms such as UiPath, Automation Anywhere, Blue Prism, or similar.
• Process Mining and Analysis Tools: Familiarity with tools like Celonis, Signavio, or Minit for process discovery and enhancement.
• Data Analytics and Visualization Tools: Expertise in Power BI, Tableau, Qlik, or similar for generating insights and dashboards.
• Workflow and BPM Tools: Experience in designing and implementing workflow and work management tools
• Understanding of ETL and API integration processes
• AI and Machine Learning Platforms: Exposure and knowhow of AI/ GenAI frameworks and capabilities
• Collaboration and Project Management Tools: Strong understanding of project management tools like Jira, Smartsheet, Trello, Microsoft Project, or Asana for agile project management.
• Soft Skills:
• Excellent problem-solving, analytical, and communication skills.
• Ability to communicate complex data insights clearly and effectively to non-technical stakeholders both verbally and through presentations.
• Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.

Desirable skills and experience

• Certification in Lean Six Sigma (Green or Black Belt).
• Certifications in digital transformation
• Familiarity with digital platforms, automation tools, and data visualization technologies.
• Knowhow and experience in AI/ Gen AI capabilities
• Experience and knowhow in travel/ utilities/ retail/ banking industries and voice environments is a major plus.

Responsibilities

• Operational Assessment and Strategy:
• Evaluate client operations, systems, and workflows to identify opportunities for transformation.
• Collaborate with stakeholders to develop tailored transformation roadmaps aligned with client objectives.
• Process Redesign and Continuous Improvement:
• Lead end-to-end process redesign initiatives to streamline operations, eliminate inefficiencies, and improve service delivery.
• Foster a culture of continuous improvement by implementing frameworks such as Lean, Six Sigma, or Kaizen.
• Digital Innovation and Automation:
• Identify and implement digital tools, platforms, and technologies to enhance operational effectiveness.
• Drive automation initiatives using RPA (Robotic Process Automation), AI/ GenAI, ML, and other emerging technologies to reduce manual efforts, increase accuracy, streamlining and improving end-customer/consumer experience.
• Work closely with extended EXL teams, developers and owners of proprietary digital products to implement solutions
• Data-Driven Insights:
• Utilize advanced analytics, data insights and visualization to generate insights and data led storytelling on customer challenges and opportunities and to identify and prioritize transformation initiatives.
• Lead initiatives to use data to create journey mapping to visualize pain-points and bottlenecks
• Stakeholder Engagement, Project Management and Change Management:
• Work closely with client leadership, EXL cross-functional teams deliver on goals and ensure smooth execution.
• Create project plans, progress reports and lead governance of transformation projects
• Champion change management processes to drive adoption and ensure alignment across teams.
• Develop and monitor KPIs to measure transformation impact and ensure sustainable results.
• Thought Leadership and Innovation:
• Stay updated on industry trends, best practices, and emerging technologies to continuously refine transformation strategies.
• Act as a trusted advisor to clients, providing insights on evolving market demands and opportunities for innovation.