Manager - Digital Transformation & Process Excellence - Contact Center

Transformation Consultant will work in close partnership with our clients, Sales and delivery teams to identify opportunities & work on providing value added solutions to improve performance, increase efficiency, optimizing cost, value adds etc. You will be reshaping processes, transforming the organization & enabling technology using solutions like Lean Six Sigma, Robotics Process Automation, AI enabled Conversation Bots

Key Roles & Responsibilities:

- Co-innovate with our 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

- Identify new technologies which can help us improve our client's business processes

- 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