Transformation - Associate Director – Mumbai/Pune

Candidate Expectations:

Digital Transformation / Contact Centre Transformation / CX Transformation for international processes

This person will be responsible for managing multiple accounts with a large employee span (multiple domains like CRM , Tech, aviation, Retail, travel, etc. – voice majorly, along with non-voice)

Good experience in Lean, Process re-engineering and deployment of AI solutions is required.

Experience required on deploying solutions such as Voice Bot, Chat Bots, Conversational bots etc.

People management role.

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.