Manager- Consultant, Transformation-Hyderabad & Mumbai
mumbaiFull Time
CONTACT CENTER OPERATIONS
TRANSFORMATION
Job description
Job Title: Manager-
Consultant, Transformation
Location: Hyderabad
& Mumbai
Key Roles &
Responsibilities:
Candidate must
have overall 5years experience with minimum 3years in Cx transformation
Co-innovate with
clients to outline transformation roadmaps
Identification of
Opportunity by conducting detailed Process Discoveries &/ Customer Journey
Mapping
Support delivery,
account management, sales teams in problem solving and driving business growth
Develop
Innovative solutions which helps in addressing the identified people, process,
technology opportunities
Lead innovation
related discussion with the clients during pre-sales meetings, client orals,
Due Diligence, site visits, business review meetings, innovation councils and
Consulting engagements
Work closely with
project management, IT, delivery teams to implement solutions as designed and
monitor results / impact
Create a culture
of problem solving by imparting trainings
Improve existing
technology assets/ offerings by contributing in refining product backlogs and
by supporting POCs
Desired Skills/
Preferred Qualifications:
Comprehensive
understanding of Business Process Service & CX business & associated
channels
Solution Building
– Business Transformation Roadmaps
Transformation /
Process Re-engineering (RPA, Cognitive, Bots, Messaging, Analytics, Lean / Six
Sigma
Strong
understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social
Bots, Knowledge Bots, etc)
Proven experience
in conducting Process Discoveries & write Process Design Documents
Lean Six Sigma BB
/ MBB Certification would be preferable
Strong
Stakeholder/ client management experience
Skills Required
Manager- Consultant, Transformation-Hyderabad & Mumbai
ITES/BPO/KPO
FullTime MBA
Full Time, Permanent
Key Skills
- CONTACT CENTER OPERATIONS
- TRANSFORMATION
Other Information
GO/JC/766/2025
Devikala D
