Associate Director, Transformation

1 month ago

gurgaon, 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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