Job Title:

Associate Director, Client Success Business Consulting

Job Description

Position: Associate Director Transformation

The Role: As an Associate Director of Innovation, you will be responsible for leading Innovation and Transformation by building and executing transformation roadmap for clients in customer service domain.

Essential Job Elements:

Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads.Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines.Identify new technologies that are relevant to service line and have potential to be scaledDeliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.

Profile & Experience

bachelor’s degree in computer science, engineering or relevant field and 10+ years of change management or transformation5+ years of Program Management experience in a matrix environmentExposure to drive complex improvement / transformation projects across multiple accounts/domains.Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma)Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc)Experience collaborating cross functionally within all organizational levels to build collaborative relationships.Strong internal client-facing skills with excellent communication, negotiation and conflict management skillsAnalytical acumen and the ability to streamline complex processes.Flexibility to work in shifts. Preferred Qualifications:Working knowledge of the Scaled Agile FrameworkExperience in the contact center or BPO industrySix Sigma Greenbelt or Blackbelt • PMP certification preferred

Location:

IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr

Language Requirements:

Time Type:

Full time

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