Associate Director

3 weeks ago

Pune, India MS.Smart Solution Full time

Experience Required : 10+ years of experience in change management or transformation, with 5+ years of Program Management experience in a matrix environmentQualification : Bachelors degree in computer science, engineering, or a relevant fieldThe Role : As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who is responsible for building and executing a transformation roadmap for clients in the customer service domain.Essential Job Elements : - Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.- Provide communication to key stakeholders, 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 the service line and have the potential to be scaled- Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.Profile & Experience : - Bachelors degree in computer science, engineering, or a 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 (ChatBots, 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 Green Belt or Black Belt- PMP certification preferred- OCM (Organizational Change Management) certification preferred.Skills Required : - Digital Transformation / Contact Centre Transformation / CX Transformation for international / mix of domestic & international processes- This person will be responsible for managing multiple accounts with a large employee span (multiple domains like CRM, Tech, aviation, Retail, travel, etc. voice majorly, along with non-voice)- Experience in Lean, Process re-engineering, and the deployment of AI solutions is required.- Experience required in deploying solutions such as Voice Bot, Chat Bots, Conversational bots, Gen AI, Agentic AI, etc.- People management role.What will not work : - Insurance, healthcare, back office & FnA domain wont work for this role.- 5-day, WFO, extended-hours support as needed (ref:hirist.tech)

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