Senior Manager - Digital Transformation & Process Excellence - BPO

Senior Manager - Digital Transformation & Process Excellence - BPO

Profile & Experience:

- Bachelor's degree with 11+ years of experience in contact center or outsourcing industry

- Experience on Gen AI tools along-side Six Sigma/Lean/Kaizen/COPC methodologies

- Exposure to drive complex improvement / transformation projects across multiple accounts/domains

- Well versed with project and program management (initiation, monitoring, stakeholder management, quality, financials, risks/issues).

- Thought leadership, Innovative thinking and generating high impact out of the box solutions

- 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.

- Flexible to work with cross functional teams in different time zone

- Strategic thinker with a track record of innovative problem-solving and project execution

- Technologically proficient with advanced Excel skills and familiarity with MS Office suite

- IC role

Key Responsibilities:

- Lead / mentor improvement initiatives that positively impact Client satisfaction & business profitability

- Be a visionary to identify high impact strategic projects which yield in substantial CNX / Client Gains

- 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.

- Apply structured problem solving methodology, tools, data analytics and technology to generate value and solve business problems

- Identifying process gaps & automation opportunities

- Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

- Interfacing with CONCENTRIX leadership/clients and identifying opportunities for value

- Driving effective Change Management for a stable & consistent delivery - Zero surprise operations

- On-time and accurate reporting of updates to leadership team.