Chief Transformation Officer: Advanced Therapies Contact Center

3 weeks ago

Hyderabad, Telangana, India BeBeeTransformation Full time
Job Summary You will play a key role in shaping patient experience and supporting advanced therapies at Novartis.
In this position, you will drive innovation, lead strategic transformation initiatives, and serve as a trusted advisor to senior stakeholders.
Main Responsibilities Develop and implement technology strategies to enhance patient experience and advanced therapies contact centers.
Serve as the primary liaison between teams, ensuring seamless collaboration and service delivery.
Drive innovation and transformation through tech-enabled business capabilities and consulting mindset.
Manage product lifecycle and roadmap in partnership with stakeholders.
Prioritize and deliver features that maximize business value through agile methodologies.
Evaluate and mitigate risks associated with technology initiatives.
Communicate business strategy and technology objectives to stakeholders.
Analyze and improve engagement with DDIT.
Collaborate with Scrum Masters and development teams to align on product backlog.
Evaluate and report on business value of programs, projects, and products.
Essential Requirements Bachelor's degree in computer science, IT, or related technical discipline.
Minimum 5 years of experience with omni-channel contact center technologies.
Proven expertise in telephony, ACD, IVR, workforce management, and agent performance tools.
Strong background in project and change management within global environments.
Experience integrating telephony with platforms like Salesforce.com.
Ability to influence without authority and collaborate across diverse teams.
Proficiency in stakeholder management and strategic planning.
Excellent communication skills and fluency in English.
Desirable Requirements Strong business acumen with experience in financial modeling and strategic planning.
Proven ability to consult on IT solutions with a focus on stakeholder management and talent development.

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