Summary
Position Summary
Process Analyst, Continuous Service Improvement - Senior Analyst
Deloitte Support Services India Private Limited
Join our team of dedicated enabling area professionals in Deloitte US's organization in India (USI) who support global teams. The USI based CSI team works with different service line at USI supporting UK and help them driving process improvement projects and transformation projects.
The Enterprise Business Solutions (EBS) of UK receives support to service areas from the Extended Delivery Centre (EDC) in USI. The dedicated enabling area team service areas are – IT Services, HR (Talent) and Learning Services, Clients & Industries (marketing services) and Engagement Support Services (including finance admin). EBS continues to grow and this growth will be achieved partly through development and scale of services from the USI EDC. Whereas the EDC service areas have to date been managed as separate operational functions, there is now an opportunity to work within the CSI team and drive BPM initiatives for USI supporting UK teams.
Your role:
This role is designed for a high-calibre process analyst who wants to do more than document how work happens today. You will play a key role in shaping how Deloitte's internal services operate, using process insight to improve customer experience, service quality, efficiency, control, and readiness for automation and AI-enabled ways of working.
Working across multiple service delivery teams, you will partner closely with SMEs, service owners, and improvement teams to create clear, robust, and reusable process models. Your work will help turn complex and fragmented ways of working into trusted process artefacts that support better decisions, service improvement, operating model design, and future transformation.
You will bring pace, curiosity, structure, and constructive challenge, with the confidence to work through ambiguity and the discipline to produce high-quality process models that can be used by downstream teams.
- Own process artefacts from discovery through validation, ensuring they are accurate, usable, and trusted by service owners, improvement teams, automation specialists, and operational stakeholders.
- Use process modelling to identify opportunities to simplify, standardise, automate, control, or redesign work across the service landscape.
- Translate complex conversations with SMEs into clear process flows, decisions, hand-offs, dependencies, risks, controls, systems, and data requirements.
- Design future-state processes that balance customer experience, operational efficiency, control, scalability, and practical delivery.
- Help build a reusable process knowledge base that improves transparency, governance, and consistency across EBS services.
Work you'll do
You think end-to-end. You see how people, process, technology, data and controls connect across a service, balancing customer and colleague needs with operational, commercial and delivery priorities.
You create clarity from complexity. You quickly make sense of complex, fragmented ways of working and turn them into clear, accurate and usable process models that others can understand, trust and act on.
You use process insight to enable improvement. You work confidently with SMEs and stakeholders to uncover how work really happens, challenge assumptions constructively, and create process artefacts that support better decisions, service improvement, automation readiness and future transformation.
Location : Hyderabad
Shift timings: 11 AM to 8 PM
Qualifications : Bachelore Degree
Essentials:
- Proven experience analysing, documenting, and validating business processes with SMEs and operational stakeholders.
- Strong practical experience creating clear, accurate, and well-structured BPMN 2.0 process models, including events, gateways, decisions, hand-offs, exceptions, roles, systems, controls, and dependencies.
- Ability to translate complex SME conversations into process flows, operating insights, risks, issues, requirements, and improvement opportunities.
- Strong understanding of how people, process, technology, controls, and data interact within an end-to-end service.
- Confident facilitator and communicator, able to steer discussions, challenge constructively, and drive clarity across different stakeholder groups.
- Strong analytical and structured thinking, with high attention to detail and a focus on producing quality, reusable process artefacts.
- Comfortable working with ambiguity and pace, with the ability to manage multiple deliverables and meet commitments.
- Collaborative, self-directed , and outcome-focused, with the confidence to work across teams and functions.
- 3- 6 yrs experience in Share services setup.
- Prior experience in Process mapping and process designing would be good.
Desirables:
- Hands-on experience with iGrafx Process 360 or similar BPM platforms.
- Experience creating journey maps that reflect internal or external customer and colleague experience.
- Experience creating value stream maps to identify waste, delay, duplication, rework, and improvement levers.
- Knowledge of Lean, Six Sigma, structured problem solving, process redesign, or service improvement methods.
- Experience contributing to Continuous Service Improvement initiatives or service transformation activity.
- Exposure to automation platforms, AI-enabled solutions, workflow tooling, or service management technology, with an understanding of how good process design enables effective implementation.
- Background in professional services, shared services, enabling functions, or a partnership-based environment.
Our purpose
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.
Our people and culture
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients most complex challenges. This makes Deloitte one of the most rewarding places to work.
Professional development
At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .
Benefits To Help You Thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
Recruiting tips
From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.
Requisition code: 364065
