#Job - Principal Process Digital (BPO) Transformation Consultant - London, UK

Principal Process Digital (BPO) Transformation Consultant  
(Call Centre Transformation)

6 Months Contract to Hire

London, UK

 

Key Ask:  Solid experience working with UX, Process & Development teams implementing platforms that leverage BPO based technologies (call centre, telephony, CRM)

 

Requirements

·         Experience operating at a senior level in on large BPO programmes or Small Enterprise, or Principal consultants from a business process consulting experience and a deep technology background

·         Experience in the travel consumer services or telecommunications space is a must: especially those adopting emerging technologies like chatbots, CRM, intelligent call routing and RPA.

·         Familiar with an unstructured environment, self-managing and has an entrepreneurial spirit

·         Extensive experience in Business and Operational Process Digitisation & RPA tooling

·         Experience advising C-Level in the formation and steering several large delivery programmes

·         Worked in an Agile Organisation: Familiar with advising and enabling culture change to adopt lean principles and be more experimental operationally

·         Experience leading the technology & architecture vision for a BPO engagement or a digitally transformed company

·         Experience setting up transformation programmes that leverages modern technology stacks, with a history of leveraging predictive or behavioural analytics for insight, a plus

·         Knowledge of architectural impacts of designing an application platform to run in cloud/hybrid-cloud multi-tenant environments

·         Track record working together with multi-faceted architecture & delivery teams that span experience, application, data, network, infrastructure, & security disciplines

 

 Skills that should be second nature:

·         Business process reimagination to create competitive advantage for customer. Making them leaner, faster and user centric

·         Expertise creating future state business & process roadmaps, with a track record of delivery against those roadmaps

·         Stand in for the client in interim design review meetings to provide feedback, keeping things on track throughout the process

·         Be a SME on the consumer industries, the company and their customers providing thought leadership to advise the client and to provide context to the teams

·         Identify gaps in the information and supplement it with additional user research, both primary & secondary

·         Work with UX designers to build an understanding of the real end users of the system

·         Work with client and technology team to identify game-changing opportunities for operations teams

·         Serve as the voice of the technology team by asking questions, testing ideas, and understanding constraints

 

Technology Requirements

Solid experience working with UX, Process & Development teams implementing platforms that leverage BPO based technologies (call centre, telephony, CRM)

·         +10 years of experience advising and enabling the delivery of BPO applications & platforms (multi-client, multi-industry)

·         +7 years of exposure to working with modern technologies and principles (e.g. chatbots, CRM, intelligent call routing and RPA)

·         Proficient in enterprise application integration EAI including delivery of complex SOA & ESB technology stacks

·         Experience working with SaaS & PaaS delivery models & globally deployed solutions

·         Background leveraging open source capabilities

 

Leadership Requirements

·         Track record working with C level business executives & present IT solutions to clients

·         +10 years leading technology teams to envision & build technology products

·         +5 years enabling or leading teams of enterprise & solution architects

·         Track record running teams comprised of enterprise architects, business analysts, process consultants and delivery teams

·         Experience in enabling the adoption of Agile across teams is an advantage

 

Nice to Have

·         A Bachelor or Masters Level degree with strong

·         Must have an orientation towards innovation

·         Familiar with Design Thinking, Experience Design and UX principles

·         Ability to translate business (both functional and technical) requirements into solution design

·         Experience in working with systems and processes

·         Excellent communication and organization skills

·         Fluency in English, both written and verbal (work language)

 

 

Thanks & Regards,

Abraham | 678-720-3170 | abraham@vdartinc.com

VDart Inc