Associate Director, Transformation

3 weeks ago

gurugram, India Concentrix Full time

THE ROLE

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.


KEY RESPONSIBILITIES

• 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 analyse 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 & EXPERIENCE

• 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 in the contact centre industry

• 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

• Six Sigma Greenbelt or Blackbelt

• PMP certification

• OCM (Organizational Change Management) certification

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