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Business Operations Manager (New Delhi, India)

ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset is our people—a fact that’s reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond.

Business Operations Group Overview

ZS Associates’ Business Operations helps improve clients’ marketing and sales functions and reduce costs. Our Operations Group helps clients design, plan, implement and manage their commercial operations processes. We also offer outsourcing solutions that operate activities more effectively and at lower cost. For processes that we manage for the client, we constantly seek opportunities to improve efficiency, quality, compliance and business value for the client. 


Job Description

As a Business Operations Manager on the Process Excellence & Transformation team, you will focus on enhancing the operational efficiency and automation of our clients processes and our internal managed services engagements.


Creating an impact through automation is a strategic priority for the firm. You will lead a team of automation (RPA, Intelligent automation and AI) experts to identify, design, execute and manage automation solutions for our clients. You are expected to be both a key thought leader and a good hands-on leader to work closely with our clients and internal teams, as well as external technology partners. Automation/ RPA solutions could span from basic desktop and assisted automation to intelligent automation and machine learning, depending on the need and the fit.


You will play an instrumental role in institutionalizing Continuous Improvement through automation and process excellence as the way of thinking and day to day working amongst the operations group members. You will help build automation and process excellence knowledge of the teams through initiatives, workshops, training programs and partnering with them to identify gaps in existing processes, create meaningful plans and roadmaps to improve their operations maturity over time and facilitate adoption of best practices across teams.


As a Business Operations Manager leading Automations on the Process Excellence & Transformation team, you will:

  • Lead and guide a team to successfully deliver RPA implementations right from business diagnostic and initial opportunity assessment all the way to planning and implementation across a range of operations areas. Plan for and manage the team to ensure adequate support to the project teams and our clients
  • Work with leadership to develop plans and initiatives based on key client and ZS priorities
  • Define and shape our strategy and approach on automation – RPA, cognitive and AI – by working directly with senior leadership and key stakeholders in ZS
  • Work across a range of client situations and projects to identify and define business case for automation and detail out solution and implementation plans.
  • Bring in perspectives of advanced technologies - Robotics, Machine learning, Cognitive Computing, etc. to enhance the improvement opportunities for internal and external projects, and to support the firm leadership in determining and achieving long-term vision and goals
  • Bring industry knowledge, world class capabilities, innovation and cutting-edge technology to our business and to our clients
  • Enable and support project teams improve their operations maturity and processes
  • Partner with the project teams to benchmark their performance on operational practices
  • Develop and impart training programs on Process Excellence such as RPA, Lean, Value Stream Mapping, etc.
  • Lead major process enablement and re-engineering initiatives; Facilitate improvement workshops and improvement initiatives for internal project teams as well as for clients
  • Provide thought leadership and innovation, advising internal groups and leading initiatives on robotic automations and business operations excellence
  • Motivate, coach and serve as a role model for project team members
  • Play an active role in office initiatives (e.g. recruiting, training, etc.)

Qualifications & skills

Graduates with a bachelor’s/ master’s degree and an MBA, plus 9 to 12 years of prior experience in leading and managing teams in Robotic Process Automation and cognitive automation. In lieu of an MBA, 13 to 15 years of relevant work experience may substitute. In addition to a strong academic record of analytic and quantitative work, typically demonstrated through consistent top marks in university, we seek individuals with the following personal skills:

  • Experience in setting up Automation / RPA Center of Excellence (CoE) for a firm or division/ business unit, including managing short and long-term direction of the CoE.
  • Demonstrated ability in defining automation roadmap for a firm or a large business unit within a services organization
  • Extensive experience of leading a team of Automation (RPA)/ process excellence/ Lean Six Sigma experts
  • Deep technology experience and familiarity with enterprise grade tech systems
  • Demonstrated technical capability in implementing enterprise automation products and applications such as RPA, with expertise in one or more RPA tools – Automation Anywhere, Blue Prism, Kryon, etc.
  • Extensive experience and in-depth knowledge of creating business use cases, business analysis and deploying automation/ RPA.
  • Expertise/ certification in project management (PMP) techniques
  • Mastery of process excellence techniques / Lean Six Sigma principles
  • Extremely self-driven, consultative and well-networked with multiple functional teams in the organization
  • Track record of leading major change management initiatives; Good experience in transition and project set up
  • Strong people management skills with  ability to engage with leadership and influence key stakeholders; Strong work ethic and personal initiative
  • Structured problem solving skills; Strong communication skills with business acumen and personal impact
  • Ability to work in global cross office teams
  • Creative and innovative mindset with a Client service orientation
  • Top tier MBA or equivalent advanced degree
  • Project work experience focused on the sales and/or marketing functions is preferred. Equivalent expertise in professional services industry may be considered
  • Highly analytical with strong quantitative skills

ZS is a global consulting firm; fluency in English and the local office language is required. 
Candidates must possess work authorization for their intended country of employment. An on-line application, including a cover letter expressing interest and a full set of transcripts (official or unofficial), is required to be considered.
ZS offers a competitive compensation package with salary and bonus incentives, plus an attractive benefits package.


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ZS has been recognized globally for its expertise in consulting and its flexible work environment. View ZS’s accolades.