BPO Process and Presales Consultant

Role: BPO Presales and Process Consultant
Location: Noida (Hybrid , 3 days/week working from office)
Experience Level: 12-20 years
Nature: Presales / advisory, customer-facing; not a proposal only role.
Role summary
BPO process expert in the Business Advisory Group (BAG) who can sit across from a customer's operations leader, talk their process fluently, find the gaps, and shape an AI-led optimisation story that feeds our proposals.
Key responsibilities
Lead process discussions with customer ops, finance, HR or supply-chain leaders; hold the room without a delivery SME alongside
Map as-is processes, pinpoint gaps (cycle time, cost, quality, control, experience) and size the value at stake
Design the to-be process and its AI / automation layer: where GenAI, agents, IDP, RPA and analytics fit, and where they don't
Turn that into proposal content for RFPs and proactive pitches: solution narrative, process flows, benefits case, transition approach
Shape outcome-based (BITO) process bundles with the BAG product owners
Join orals, workshops and due diligence as the process voice
Build reusable gap-assessment templates and process playbooks for the BAG team
Must-have experience
Process and vertical depth weigh more than RFP tenure.
12+ years in BPO with hands-on operations or transformation ownership in at least two process towers, e.g. F&A (P2P, O2C, R2R), HR / Payroll, Procurement / S2P, Customer Service / Contact Centre, Claims, KYC / AML, Supply Chain
Deep knowledge of 1–2 verticals, e.g. BFSI, Insurance, Healthcare / Life Sciences, Retail / CPG, Hi-Tech, Utilities, including the regulatory and KPI norms customers will test you on
Worked RFPs / RFIs end to end: solution shaping, estimation inputs, win themes, orals, not content writing alone
Designed or delivered process optimisation using AI / automation (IDP, RPA, conversational AI, GenAI copilots or agents) with measurable results: cycle time, FTE, accuracy, CSAT
Fluent in process frameworks: Lean Six Sigma, APQC PCF, process mining (Celonis, Signavio) or equivalent
Can run a discovery workshop and write up findings a CXO will read
Good to have
Lean Six Sigma Black / Green Belt, APQC or BPM certification
Pricing experience on outcome-based or transaction-based BPO deals
Exposure to GBS / shared-services set-ups and transitions
Hands-on with agentic AI platforms and their limits in regulated processes
Prior consulting (Big 4 / advisory) or BPO solutioning tenure
Profile fit
Talks process, not slideware; customer ops leaders should feel they are speaking to a peer
Diagnostic by instinct: asks why a step exists before proposing a bot for it
Realistic about AI: knows what is production-ready vs demo-ready
Switches between workshop mode, deal-team mode and writing mode in the same week
Year-1 success: credibility in customer process discussions, quality of gap-to-AI storylines in bids, reusable assets left for the team

Work arrangement
Hybrid