Location: Hyderabad, India

Mode of work: 5 days WFO

Industry Type: BPO/KPO/Digital Operations (T&S CoMo)

Role Summary

Transformation and Agentic/ GenAI Specialist will lead initiatives focused on driving continuous improvement, leveraging Lean/Six Sigma principles, and integrating Generative AI solutions within KPO/BPO operations. This role requires a strong understanding of process optimization, a keen eye for identifying process transformation opportunities, and the ability to articulate complex problems and solutions effectively.

Drive continuous improvement culture through training, co-ordination and implementation of principles of Lean/Six Sigma in day-to-day operations in KPO/BPO sector.

Key Responsibilities

Workflow Optimization and Documentation: Analyze, map, and document current as-is project workflows across various streams, and design standardized, efficient to-be processes.

Requirements Gathering: Lead and facilitate workshops with project stakeholders, subject matter experts (SMEs), and technical teams to capture, prioritize, and manage detailed business, functional, and non-functional requirements.

Transformation Roadmap Support: Actively support the Program Manager in identifying, assessing, and prioritizing opportunities for process automation and technology adoption (e.g., Gen AI, Agentic tools) to achieve the 2026 Transformation roadmap objectives.

Solution Design & Validation: Partner with technical teams to ensure proposed solutions (e.g., tech POV, working POCs) align with business objectives and compliance requirements.

Change Management: Develop and deliver training, communication, and support materials to ensure successful adoption of new processes and workflows by end-users.

Performance Measurement: Define Key Performance Indicators (KPIs) and metrics to

monitor the effectiveness of new processes and realized business value.

Profile Of Desired Candidate

Must have 10+ years of work experience with a minimum of 4 years of relevant experience in process improvement, transformation using GenAI or Agentic AI initiatives

Must be certified with working knowledge on AI, GEN AI, Agentic AI, RPA tools

Preferred to be a certified black belt from a reputed certifying body/organization (e.g., ASQ or equivalent) with excellent command in Lean/Six Sigma methodology

Must have experience in relevant T&S domains & reputed KPO is preferred

Demonstrated experience in implementing or managing GenAI projects or solutions

Must have excellent analytical, presentation, & communication skills

Should be a self-starter with a proactive approach to identifying and implementing innovative solutions

Must have experience in managing customer independently.

Required Qualifications

Education: UG - Any Graduate/ PG; Any Specialization (Analytics, Data Science, Transformation etc)

Experience: 10+ years of experience as a Business Analyst, Business Transformation Consultant, or similar role, with a strong focus on large-scale project support or process improvement initiatives.

Technical Skills: Proven experience with process mapping tools and methodologies (e.g., BPMN, Lean, Six Sigma). Familiarity with Agile/Scrum and project management principles.

Soft Skills: Exceptional communication, presentation, and interpersonal skills. Demonstrated ability to influence stakeholders at all levels without direct authority.

Preferred Qualifications

Any Graduate preferably from Tier 1 or 2 MBA colleges

Certifications such as CBAP, PMP, or a recognized Business Process Management (BPM) certification. LSS Black Belt/ Green Belt Certification (good to have)

Experience working in a regulated or high-volume operational environment (e.g., Trust & Safety, Compliance).

Prior experience with AI/ML concepts, Gen AI, Agentic AI, RPA platforms, or a GCP environment.

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