Business Transformation Manager

Accenture in India; Bengaluru; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

Accenture is hiring a Business Transformation Manager to own large-scale transformation outcomes across telecom customer operations, spanning multiple functions, channels, and geographies. Shape end-to-end programs, advise senior client and Accenture leadership, and ensure sustained business value through CX improvement and AI-led reinvention.

You will lead multi-year roadmaps, manage complex stakeholder landscapes, and drive value realization with a tech-led operating model.

Qualifications

• BE/BTech/MBA required.
• 13–18 years of experience in Telecom Customer Operations or Large-Scale Ops Transformation.
• Experience with CX-led transformation and digital contact center evolution.
• Lean Six Sigma Black Belt certification preferred.

Responsibilities

• Own transformation strategy and execution across Customer Care, Digital Channels, Service, Ops, and Back-office.
• Translate business priorities into multi-year transformation roadmaps.
• Drive improvements across CX, productivity, cost-to-serve, compliance and revenue enablement.
• Lead transition from people-driven operations to tech-led, AI-enabled operating models.
• Sponsor and govern AI or GenAI-based advanced automation programs in customer operations.

Skills

Executive storytelling

Stakeholder management

Clear communication

Multiple workstreams

Problem solving

Education

BE/BTech/MBA

Tools

Excel

Power BI

RPA

GenAI use cases

Job description

Skill required: NA - Business Transformation

Designation: Business Transformation Manager

Qualifications: BE/BTech/Master of Business Administration

Years of Experience: 13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

Accenture is a global professional services company specializing in strategy, consulting, technology, operations, digital, cloud, and security services. With approximately 699,000 employees serving clients in 120+ countries, Accenture helps organizations drive innovation and create value through technology and human ingenuity. Visit us at www.accenture.com. As Transformation Manager, you will own large-scale transformation outcomes across telecom customer operations, spanning multiple functions, channels, and geographies. You will shape and govern end-to-end transformation programs, act as a trusted advisor to senior client and Accenture leadership, and ensure sustained business value through CX improvement, cost transformation, and AI-led reinvention.

• 13-16 years of experience in Telecom Customer Operations or Large-Scale Ops Transformation
• Proven ownership of enterprise-scale transformation programs
• Strong exposure to CX-led transformation and digital contact center evolution
• Skills
• Deep understanding of telecom customer journeys and operating levers
• Strong financial acumen and value realization discipline What are we looking for?
• Executive storytelling, influence, and decision facilitation
• Clear, confident communication with business and operations stakeholders
• Ability to work independently and experience in managing multiple workstreams
• Process mapping, value stream mapping, root cause analysisLean and Six Sigma Black Belt (certification preferred)
• Deployment exposure to: o Automation (RPA, workflow tools) o Analytics & reporting (Excel, PBI, KPI frameworks) o AI or GenAI use cases in operations (preferred)
• Strong problem-solving and structured thinking skills Roles and Responsibilities:
• Own transformation strategy and execution across Customer Care, Digital Channels, Service
• Ops, and Back-office
• Translate business priorities into multi-year transformation roadmaps
• Drive improvements across CX, productivity, cost-to-serve, compliance, and revenue
• enablement
• Lead transition from people-driven operations to tech-led, AI-enabled operating models
• Sponsor and govern AI or GenAI oe advanced automation programs in customer operations
• Partner with Client, Technology, AI, and Product teams to embed customer-centric design
• Ensure benefits realization through robust value tracking, governance, and controls
• Act as primary transformation partner to Account Leadership and Client Executives
• Lead QBRs, transformation councils, and executive steering forums
• Manage complex stakeholder landscapes across Operations, IT, Digital, Commercial, and
• Product
• Lead and develop CL8 or CL9 transformation resources
• Build high-performing transformation teams with strong execution culture
• Institutionalize standard frameworks, best practices, and reusable assets
• Contribute to account growth, solution shaping, and transformation sales support