Concentrix
Location
Gurgaon | India
Job description
Position: Associate Director Transformation
The Role: As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmap for clients in customer service/technology domain. Key Responsibilities: - • 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 scaled • Deliver 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 transformation • 5+ years of Program Management experience in a matrix environment • Exposure 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 skills • Analytical acumen and the ability to streamline complex processes. • Flexibility to work in shifts. Preferred Qualifications: • Working knowledge of the Scaled Agile Framework • Experience in the contact center or BPO industry • Six Sigma Greenbelt or Blackbelt • PMP certification preferred • OCM (Organizational Change Management) certification preferred.Job tags
Salary
