Business Transformation Manager

Accenture; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture is seeking a Business Transformation Manager in Bengaluru to lead large-scale transformation programs across telecom customer operations. You will shape end-to-end programs, govern multi-functional teams, and drive sustained business value through CX improvement and cost transformation.

You will partner with senior client and Accenture leadership to embed customer-centric design and AI-enabled operating models, delivering measurable benefits across channels and geographies.

Qualifications

• 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.
• Deep understanding of telecom customer journeys and operating levers.
• Strong financial acumen and value realization discipline.

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 or 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.

Skills

Executive storytelling

Communication

Process mapping

Root cause analysis

Lean Six Sigma

Automation

Analytics

GenAI

Education

BE/BTech/MBA

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
• 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 analysis
• Lean and Six Sigma Black Belt (certification preferred)
• Deployment exposure to:
  • Automation (RPA, workflow tools)
  • Analytics & reporting (Excel, PBI, KPI frameworks)
  • 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 or 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

Important Notice

We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at [e-mail] immediately.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.