Assistant General Manager/Assistant Vice President - CEM Transformation

CEM Transformation AGM/AVP

Candidate Expectation and Roles & Responsibilities:

- Minimum 15 yrs of experience required Understand client digital transformation needs and consult / provide customized solution

- Create compelling transformation pitches to promote value based selling specific to verticals

- Respond to RFP/RFIs/RFQs, build proactive proposals with customized transformation solutions

- Develop and manage digital offerings across verticals including ENU, Retail, Telecom, Healthcare, etc

- Work on the transformation solution commercials, create business for the opportunity and handle client presentations, solution defense and visits

- Create crisp and appealing report outs (based on assessment), client presentations, solution defense deck, capabilities deck and marketing content Create industry specific white papers, point of view and case studies

- Perform analytics on operations data to build financially visible solutions

Skills:

- Excellent written and oral communication skills (ability to articulate key messages)

- Experience with leading contact centre technologies i.e., have extensively worked on technology solutions which includes IVR, Chat/Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc

- Operations and customer experience data analytics (should be good with excel

- Experience in any other analytical tool will be an added advantage)

- Excellent with MS Office (must have good PowerPoint skills)