Process Excellence Consultant (BPO Onboarding) / Business Excellence

Process Excellence Consultant (BPO Onboarding) / Business Excellence

Location : Noida

Reports to : VP, Operations

Teams : Operations, Quality, Analytics, Automation / IT, Client Success

Role summary

Lead consulting engagements for new customer onboardings across typical BPO towers.

You will map the current state, design the future state with clear improvement and

automation levers, and stand up the KPI framework and business case—so we can both

sell and deliver measurable value from Day 1 through steady state.

What you’ll do

• Pre-sales & scoping

o Partner with Sales on discovery calls, RFx responses, and proof-of-value

assessments.

o Define scope, approach, and deliverables; craft proposals / SOW inputs,

timelines, and success criteria.

o Plan / lead workshops, interviews, floor walks; capture VOC / CTQs.

o Produce SIPOC, BPMN as-is flows, RACI, value-stream maps, capacity

models, and pain-point heatmaps.

o Baseline performance using samples, WFM data, ERP / CRM extracts, QA

reads, and (where available) process mining.

o Redesign processes for standardization, right-first-time, and digital

enablement.

o Identify and size automation (RPA / IPA, workflow / BPM, integrations, self

service / IVR, knowledge / KCS, GenAI copilots).

o Produce SOPs, controls, acceptance criteria, and a phased implementation

roadmap.

o Build KPI trees (leading / lagging), formulas, data sources, baselines, targets,

and owners.

o Specify dashboards (Power BI / Tableau) and QA / calibration routines; design

benefits tracking with Finance.

o Quantify value (cost, quality, speed, CX / EX, risk), TCO / ROI, and stage-gate

tollgates.

o Drive change management : stakeholder mapping, comms, training / adoption,

and risk / compliance alignment (SOX / PCI / HIPAA / GDPR as applicable).

o Transition designs to delivery teams with user stories, SOP packs, control

plans, and success criteria.

Core deliverables

value / effort sizing.

For each KPI the consultant defines : Description, Formula, Data source (CRM / ITSM, ERP,

WFM, QA, EHR for RCM), Baseline, Target, Owner, Frequency, Control limits / actions.

Qualifications

improvement and client onboarding.

RPA / IPA (UiPath / AA / Power Automate), WFM / WFO, QA platforms, and BI (Power

BI / Tableau).

redaction).

proposal / SOW writing experience.

Working model

parallel workstreams.

Please share me the resumes to email : bhanu.prakash@biglanguage.com and call me to discuss : +91 8977514667