Associate Director

4 weeks ago

Gurugram, India Concentrix Full time

As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmap for clients in customer service/technology domain.


Essential Job Elements:

  • Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.
  • Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads.
  • Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines.
  • 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.


Profile and Experience:

Required Qualifications:

  • 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.


Preferred Qualifications:

  • Working knowledge of the Scaled Agile Framework
  • Experience in the contact center or BPO industry
  • Six Sigma Greenbelt or Blackbelt / PMP / OCM (Organizational Change Management) certification preferred.

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