Requisition Id: 1682690

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it’s your career and ‘It’s yours to build’ which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self.

The opportunity : Project Manager-TMT-Business Consulting PI-CNS - BC - FINANCE - New Delhi

TMT :

Industry convergence offers TMT (Technology, Media & Entertainment, and Telecommunications) organizations the chance to evolve and transform, but it also presents challenges around competitiveness and delivering agile corporate strategies for growth. Content distributors are transforming into content producers, service providers are becoming tech companies, technology companies are the catalyst for dramatic change in every sector, and customers want the latest innovations now.

We help TMT companies create compelling employee and customer experiences, retaining skills and talent while achieving enterprise-wide operational excellence. We help them protect their data, brand and reputation. We also enable the pursuit of M&A strategies that systematically create value, reduce risk and transform TMT companies into powerhouses that will lead the technology revolution of the future – building a better working world for all.

CNS - BC - FINANCE :

EY Consulting is building a better working world by transforming businesses through the power of people, technology and innovation. Our client-centric approach focuses on driving long-term value for our clients by solving their most strategic problems. EY Consulting is made up of three sub-service lines: Business Consulting (including Performance Improvement and Risk Consulting), Technology Consulting and People Advisory Services.

Business Consulting works with clients to reimagine or transform their business purpose and model; create growth; manage cost and efficiency; respond to market pressures and regulation; and resolve operational challenges. The scope of this team encompasses innovation, strategy and purpose, through deep functional experience in business transformation, finance, supply chain and operations, providing support for the complex and large-scale program and portfolio management.

It has multiple fields of play such as:

Finance Consulting - helps assess and transform our clients' finance function to improve performance and effectiveness. We help organizations implement service and cost improvement initiatives, and embed a performance management process and culture that unites the business around its core objectives.

Business Transformation - a m?ultidisciplinary competency, gathering capabilities in transformation architecture, experience design, business design and transformation execution to problem-solve, design and deliver large scale, multi-year, multi-stakeholder transformation programs.

Supply Chain and Operations - we provide a unique combination of industry-specific, strategic, operational and financial insights, digital technology advances and strategic alliance partners to deliver better outcomes and also help clients effect fundamental change in their operations’ performance to support sales growth, become more cost competitive, minimize risk and ensure operational resilience.

Your key responsibilities

Technical Excellence

• Operational Analyst, Customer Service Overview We are seeking a highly experienced and strategic Business Operations Analyst, Customer Service to join our team supporting global sales and customer service operations. This role is based in Hyderabad, India, within Qualcomm Global Business Services. The successful candidate will have 5–7 years of experience in large-scale, multinational organizations, with a proven track record of thriving in highly complex, fast-paced environments. You will play a critical role in driving operational excellence, process transformation, and the adoption of advanced analytics and automation across regional and global teams. Key Responsibilities
• Service Delivery Excellence: Lead and execute sales operations and customer service activities—including order entry, amendments, inquiry management, and internal collaboration for order fulfillment—with exceptional accuracy and timeliness, ensuring strict alignment with company policies and customer agreements.
• Stakeholder Collaboration: Build strong partnerships with regional customer service teams and cross-functional stakeholders to clarify requirements, resolve order-related issues, and manage escalations in a dynamic, global environment.
• Process Improvement & Transformation: Proactively identify and address gaps in existing processes. Design and implement innovative solutions to enhance efficiency, accuracy, and scalability. Drive continuous improvement initiatives and measure impact on operational performance.
• AI & Automation Enablement: Champion the identification, testing, and implementation of automation opportunities within sales operations. Collaborate with global teams to deploy and monitor AI-driven solutions that optimize workflows and reduce manual errors.
• Advanced Data Analytics & Insights: Analyze complex datasets related to customer service and sales operations. Prepare and present clear, actionable reports and executive-level dashboards that highlight trends, variances, and opportunities for strategic decision-making.
• Change Management: Lead change management efforts for new systems, tools, and processes. Facilitate adoption within the India customer service team, provide feedback, and ensure process documentation is current and comprehensive.
• Governance & Compliance: Ensure rigorous adherence to internal policies, data governance standards, and regulatory requirements in all order management activities. Champion best practices in compliance and data accuracy. Required Qualifications
• Minimum 5–7 years of experience in customer service or sales operations, preferably within the technology or semiconductor industry and in global companies with $20+ billion in annual revenue.
• Bachelor’s degree in business administration, supply chain, finance, operations, or a related discipline.
• Demonstrated success implementing AI-driven process improvements and automation in complex environments.
• Advanced proficiency in Oracle ERP, Salesforce, and analytics platforms (Tableau, Power BI, Python).
• Exceptional written and verbal communication skills, with the ability to influence and collaborate across diverse teams and cultures.
• Strong analytical, problem-solving, and conceptual skills; proven ability to deliver insights for senior leadership.
• Experience leading change management initiatives for new technology adoption and process transformation.
• Ability to thrive in a fast-paced, high-growth, and constantly evolving environment, managing multiple priorities and stakeholders. Preferred Skills
• Prior experience in customer service with B2B organizations.
• Hands-on experience with digital automation tools (e.g., HubSpot, RPA platforms, analytics suites).
• Experience with Rapid Response and Demantra is an advantage.
• Knowledge of forecasting, supply/demand changes, RMA, and export compliance.
• Relevant certifications (e.g., Six Sigma, Lean, PMP, analytics certifications) are a plus. Personal Attributes
• Strategic thinker with a strong collaboration and team-oriented mindset.
• Detail-oriented, precise, and resilient in approach.
• Innovative, with a passion for leveraging AI and automation to drive business results.
• Adaptable and committed to continuous improvement.
• Excellent communication skills in technology-driven environments.
• Ability to mentor and influence others, fostering a culture of operational excellence. Key Performance Indicators (KPIs)
• Achievement of operational efficiency targets—accuracy and timeliness.
• High-quality service delivery and stakeholder satisfaction.
• Successful implementation and adoption of AI and automation solutions.
• Adherence to compliance, governance, and data accuracy standards.
• Measurable impact on process improvement and business outcomes.

Skills and attributes

To qualify for the role you must have
Qualification

• Bachelor of Engineering in Electrical
• Bachelor of Commerce
• Bachelor of Business Administration

Experience

• Financial Analysis (3+ years)
• Business Intelligence (3+ years)
• E-commerce Strategy (4+ years)

What we look for

People with the ability to work in a collaborative manner to provide services across multiple client departments while following the commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. We look for people who are agile, curious, mindful, and able to sustain positive energy, while being adaptable and creative in their approach.

What we offer

Fuelled by the brilliance of our people, EY has emerged as the strongest brand and the most attractive employer in our field, with market-leading growth over competitors. Our people work side-by-side with market-leading entrepreneurs, game-changers, disruptors, and visionaries. As an organization, we are investing more time, technology, and money than ever before in skills and learning for our people. At EY, you will have a personalized Career Journey and also the chance to tap into the resources of our career frameworks to better know about your roles, skills, and opportunities.

EY is equally committed to being an inclusive employer, and we strive to achieve the right balance for our people—enabling us to deliver excellent client service while allowing our people to build their careers as well as focus on their wellbeing.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in shaping the future with confidence. Apply Now