The consultant will work closely with Engineering, Quality, Logistics, Supply Chain, Finance, and Warranty SMEs to document current-state processes, identify improvement opportunities, and design scalable operating models that improve efficiency, governance, and customer satisfaction.
Key Responsibilities
Process Assessment & Analysis
- Conduct stakeholder interviews and process discovery workshops.
- Document current-state workflows, roles, responsibilities, and decision points.
- Assess warranty, RMA, product support, escalation, and reverse logistics processes.
- Identify process gaps, bottlenecks, and improvement opportunities.
Future-State Process Design
- Facilitate workshops to design future-state business processes.
- Develop end-to-end process maps, swimlane diagrams, and operating procedures.
- Define process ownership, approval workflows, and handoff points.
- Standardized workflows supporting warranty returns, investigations, and customer communications.
Governance & Controls
- Develop governance frameworks, RACI matrices, and escalation models.
- Establish process controls, business rules, and SOPs.
- Support organizational alignment and role definition.
Business Requirements & Technology Enablement
- Capture and document business and functional requirements.
- Support evaluation of workflow, case management, ERP, and reporting solutions.
- Collaborate with architects and SMEs on future-state capabilities.
Performance & Continuous Improvement
- Define process KPIs and reporting requirements.
- Support development of dashboards and management reporting.
- Recommend automation and continuous improvement opportunities.
Key Deliverables
- Current-State Assessment Report
- Gap Analysis & Process Maturity Assessment
- Future-State Process Maps & Swimlanes
- Governance Framework & RACI Matrix
- SOPs and Process Control Framework
- Business Requirements Document (BRD)
- KPI Framework & Reporting Requirements
- Process Transformation Roadmap
Required Qualifications
Experience
- 7+ years of Business Process Transformation
- Experience in Automotive Tier 1, OEM, Manufacturing, Warranty, Service Operations, or Supply Chain environments.
- Preferably working experience in Hardware and software development for Tier 1 supplier
- Proven track record leading process improvement and transformation initiatives.
Education:
Skills:
- Expertise in Business Process Management (BPM), Lean Six Sigma, and Value Stream Mapping.
- Strong process modeling skills using Visio, Signavio, ARIS, Lucidchart, or similar tools.
- Knowledge of warranty, product support, supply chain, and reverse logistics processes.
- Familiarity with SAP, Oracle, ServiceNow, Jira, Power BI, or comparable platforms.
- Excellent workshop facilitation, stakeholder management, and executive communication skills
Success Measures
- Improved process efficiency and governance.
- Well-defined future-state operating model and workflows.
- Clear ownership, accountability, and process controls.
- Actionable roadmap for process and technology transformation.
- Enhanced operational visibility through KPIs and reporting.
Note: This role focuses on process transformation, workflow design, governance, and business requirements, while the Warranty & RMA SME provides domain expertise for warranty operations, RMA policies, failure analysis, and industry best practices.
