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impact where it matters

Business Process Consultant (London, United Kingdom)

ZS is the world’s largest consulting firm focused exclusively on helping companies improve overall performance and grow revenue and market share. Our end-to-end sales and marketing solutions range from customer insights and strategy to analytics, operations and technology. From our worldwide offices, ZS experts draw on deep industry and domain expertise to deliver impact where it matters for clients. We are particularly known for our strong presence in the pharmaceutical and health care sectors, yet work across a range of industries

Are you a passionate about helping clients to find solutions to complex process and technology problems? Do you understand the commercial complexities in pharma today…and understand how automation enables organisations to overcome them and focus on delivering business value? Are you able to navigate the complexities of competing affiliate needs in the context of harmonised and centralised capabilities? If you can answer yes to these questions and are looking for a role that demands a truly consultative approach combined with a need for innovative and creative thinking, the Field Performance Management Consultant role could be the perfect role for you

ZS' Business Operations group helps improve and operate clients' sales and marketing functions. ZS identifies challenges and improvement opportunities across the entire system, and designs new processes that deliver substantial improvements in effectiveness and efficiency. We also offer outsourcing solutions that operate sales and marketing activities more effectively and at lower cost


ZS has long focused on solving business questions through technology and has a strong footprint of capabilities for supporting commercial operations processes through its Javelin platform. The International Field Performance Management (FPM) team, based out of ZS’ London office, partners with internal teams and clients to support the end-to-end process and platform lifecycle in the commercial space, from initial strategy and road-mapping, through technology selection and implementation, and into provision and streamlining of operations. The FPM team creates impact where it matters by helping clients remove effort and risk from their processes while building the power to drive decision-making through insight.


We seek an effective and experienced OpsTech practitioner to join our London office. You will lead our clients and client teams to identify and prioritise commercial process challenges and capability gaps, propose high level solutions and support these through to completion in a variety of settings. You will work as part of a growing team to support clients on their journeys towards harmonised and optimised processes, focusing as much on the people, process and change management angles as the technology.


  • Partner with Managers and Principals to drive business opportunity through the development of robust client relationships;
  • Demonstrate thought leadership on new and innovative programs, tactics and customer experiences in the Field Performance Management world, both within and outside pharmaceuticals;
  • Leverage problem solving skills and frameworks to analyse client needs, and to articulate relevant high-level perspectives on potential capability development solutions;
  • Focus on core commercial operations processes such as alignment management, field activity planning and CRM, as well as maintaining the flexibility to extend into adjacent areas
  • Across multiple simultaneous opportunities, work with Client Service Teams, offshore team members and other stakeholders to bring strategic and tactical recommendations to life for clients;
  • Bring specific knowledge, skills and processes in process automation and commercial operations, and train others on best practices, including:
  • Deep understanding of individual commercial operations processes and how these chain together into end-to-end cycles
  • Ability to facilitate both high-level and granular client discussions on these topics, guiding the conversation to identify and align on particular challenges, gaps or pain points
  • Expertise in process mapping and optimisation
  • Development of evaluation frameworks for technology solutions and facilitation of the decision-making process
  • Mapping of stakeholders involved in and impacted by change and defining a tailored approach for buy-in and value realisation
  • Serve as an active leader in the FPM and broader OpsTech teams;
  • Cultivate the expertise of our people.
  • Teach, mentor and coach associates to ensure high-quality deliverables.


  • Bachelor's degree required in a relevant discipline (Masters or PhD preferred)
  • At least 7 years demonstrable experience of working in a similar or related role and achieving successful business outcomes;
  • Excellent communication and collaboration skills with experience working in all levels of management in obtaining consensus on project requirements and deliverables;
  • Experience in commercial operations or other related OpsTech discipline is preferred
  • Experience in Pharma/Healthcare is preferred;
  • Experience in articulating solution designs based on and reflecting identified client needs;
  • Demonstrable ability to multitask and work effectively on several projects simultaneously in a matrixed and fast paced environment;
  • Proven capability to balance ideation, conceptual thinking and tactical execution;
  • Ability to travel to client locations (20-40%) to work with teams and provide in-person expertise.

Additionally, we seek individuals with the following personal skills:

  • Curious, results driven, confident and committed to professional growth. Candidates will fit well in our team if he/she thrives on playing hard and working hard through consistent challenges and initial ambiguity;
  • Can work independently, prioritize time and is quick on his/her feet. She/he will be an active partner with colleagues in formulating solution strategies and design recommendations;
  • Good interpersonal skills, with the ability to listen to, and build rapport with a range of stakeholders, colleagues and cross-disciplinary project teams;
  • Strong written and oral communication skills, and the ability to communicate design direction and best practices in a clear, compelling way;
  • Team oriented, builds strong relationships at every level of the organization and is a dynamic motivator. Can work well in cross-functional teams, including designers, technical teams, product and project managers.