Associate Director - Digital Transformation

Concentrix; Mumbai; Sur place; INR 3 500 000 - 7 000 000; Plein temps

Résumé du poste

Concentrix in Mumbai seeks an Associate Director of Innovation to lead a team of consultants across multiple verticals, building and executing transformation roadmaps for clients in customer service and technology domains.

You will manage day-to-day execution, communicate with executives and business leads, develop business cases, identify scalable technologies, and drive cost optimization, revenue and metrics improvement.

Qualifications

• 10+ years of change management or transformation experience.
• 5+ years of Program Management 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).
• Experience in the contact center or BPO industry (Voice).
• Experience collaborating cross-functionally within all organizational levels to build relationships.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management.

Responsabilités

• Lead cross-functional transformation initiatives and drive milestones to realization.
• Provide communication to key stakeholders including executive management and process leads.
• Develop business cases to analyze feasibility and impact across service lines.
• Identify new technologies with scale potential for service lines.
• Deliver on goals of cost optimization, revenue enhancement and metric improvement.

Connaissances

Program Management

Change Management

Transformation

AI Bots

Cross-functional Collaboration

Stakeholder Communication

Shift Flexibility

Scaled Agile Framework

Formation

Bachelor’s degree in computer science/engineering or relevant field

Description du poste

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.

• 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:

• 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 in the contact center or BPO industry (Voice)
• 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
• Flexibility to work in shifts.

Preferred Qualifications:

• Working knowledge of the Scaled Agile Framework