Consultant

Your Impact

As a Senior Consultant in Evalueserve's TMT Process Transformation & Managed Services practice, you will lead the delivery and continuous improvement of business processes for global technology clients. You will own services across the lifecycle of incentive, marketing and partner programs, from partner onboarding and enrollment through claim execution, support and payment reconciliation. The role combines process excellence, service governance, data-led insight and practical automation. You will simplify fragmented ways of working, standardize operations across regions and progressively move services from ticket-based task execution to outcome-owned delivery.

What You Will Do

Process Operations & Client Delivery

• Manage client processes across the full lifecycle of incentive, marketing and partner programs, including partner onboarding, enrollment, offer setup, claim execution, support and payment reconciliation.
• Take end-to-end ownership of service outcomes, balancing operational accuracy, turnaround times, stakeholder experience, risk controls and continuous improvement.
• Coordinate with client stakeholders, partners, global delivery teams, Credit and Collections, and other dependent functions to resolve issues and maintain service continuity.
• Respond to audit and control requests, maintain process evidence, track remediation actions and support adherence to approved procedures.
• Plan and execute user acceptance testing for client tools and workflow changes, document results, coordinate defect resolution and support controlled releases.
• Lead and mentor a team of process consultants and analysts, providing work allocation, coaching, quality oversight and professional development support.
• Monitor service performance, manage priorities and exceptions, and ensure that commitments, controls and client outcomes are consistently achieved.
• Build strong day-to-day client relationships through reliable execution, transparent communication and proactive resolution of operational risks.

Process Excellence & Operating Model Transformation

• Map end-to-end processes, document standard operating procedures and establish clear roles, hand-offs, controls, inputs and outputs.
• Standardize processes across regions while accounting for approved local variations, making delivery clear, consistent, efficient and transparent.
• Transform the operating model by consolidating services, eliminating non-value-adding work and streamlining fragmented activities rather than carrying forward current complexity.
• Apply an understand-explain-act-verify-prevent approach to identify patterns behind recurring work, evidence root causes, implement corrective actions and prevent recurrence.

Automation, AI & Data Analytics

• Identify and prioritize opportunities for workflow automation, intelligent routing, self-service, AI-assisted case handling and analytics-led decision support.
• Work with operations, technology and client teams to translate process pain points into practical automation or AI use cases with clear controls and measurable benefits.
• Use enrollment, claims, payment and service data to produce accurate reporting, identify trends and exceptions, and generate actionable insights for client stakeholders and partners.
• Support responsible use of AI-enabled tools by validating outputs, protecting confidential information, documenting human review points and monitoring operational performance.

Experience and Education

• 7-11 years of experience in process management, managed services, business operations, service delivery, process transformation or operational excellence.
• Demonstrated experience managing complex, multi-step processes and client relationships in a global delivery environment.
• Proven track record of improving process performance through standardization, simplification, root-cause resolution, automation or data-led interventions.
• Bachelor's degree in business, engineering, technology, operations or a related discipline.
• Master's degree or relevant certification in operations, process excellence, project management, analytics or automation is preferred.

Skills and Knowledge

• Strong process thinking, structured problem-solving and root-cause analysis skills, with the ability to connect operational activity to business outcomes.
• Hands-on experience in process mapping, SOP development, controls, service metrics, continuous improvement and operating model design.
• Strong stakeholder and governance management skills, including the ability to run service reviews, communicate risks and drive actions across client and delivery teams.
• Strong Excel and PowerPoint skills; experience with reporting and visualization tools such as Power BI is preferred.
• Working knowledge of workflow automation, AI-enabled operations, data analytics and UAT methods, with sound judgment on where human oversight is required.
• Strong program and service management capabilities, including planning, prioritization, issue management, quality control, change management and team leadership.
• Excellent written and verbal communication skills, with the ability to simplify complex process issues and present clear recommendations and decisions.

Preferred Experience

• Experience in partner incentives, marketing programs, claims operations, payment reconciliation, partner support or related commercial operations.
• Experience consolidating or standardizing processes across regions, functions or service lines in a managed-services environment.
• Experience leading process analysts, operations teams or cross-functional improvement initiatives.
• Familiarity with process mining, workflow platforms, robotic process automation, generative AI, agentic workflows and business-intelligence tools.
• Exposure to audit support, operational controls, UAT, change implementation and service transition is desirable.

Why This Role is Unique

• Work directly with some of the world's leading technology companies to run and transform business-critical operational processes.
• Own processes end to end and improve the outcomes experienced by clients, partners and internal stakeholders.
• Build a differentiated combination of process excellence, managed-services leadership, data analytics, automation and applied AI expertise.
• Gain significant exposure to senior client stakeholders through service governance, transformation reviews and operational decision-making.
• Shape a more simplified, standardized and insight-led operating model while introducing automation and AI at a practical, responsible pace.
• Accelerate your career by combining operational ownership, technology understanding, people leadership and measurable client impact.

How We Will Support Your Growth

We are committed to nurturing your leadership potential. You will be paired with an Evalueserve mentor, work alongside high-performing teams on global TMT operations, and access learning programs in process excellence, managed services, data analytics, automation and applied AI.

Why Join Evalueserve?

Evalueserve is a global leader in managed services that empower smarter decision-making and streamline critical workflows for more than 30% of the Fortune 500 companies across 45 countries. With over 4,500 professionals worldwide, our solutions are grounded in deep domain expertise and enhanced by cutting-edge AI and automation to boost productivity and scale client impact. Over the last 25 years, we have helped clients transform how they work, and today, we are pushing the frontier further with generative and agentic AI.

We foster a merit-based and innovation-driven culture that encourages creativity, continuous learning, and professional growth. Our hybrid working model provides international exposure and flexibility. Evalueserve has been recognized as a Great Place to Work across four continents and ranks among the top 5% of global companies for diversity, alongside numerous awards across its solution lines.