Business Transformation Manager - Telecom Operations

Accenture India Private Limited; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Accenture India Private Limited seeks a seasoned Business Transformation Manager to lead large-scale transformations in telecom customer operations. You will shape end-to-end programs across multiple functions and geographies, driving CX improvements and cost-to-serve optimization.

The role requires 13–18 years of experience, strong program management, and expertise across automation, analytics, and AI-enabled operating models.

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.
• Lean and Six Sigma Black Belt (certification preferred).
• Deployment exposure to Automation (RPA, workflow tools), Analytics & reporting, AI in ops.

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 and advanced automation programs in customer operations.
• Partner with Client, Technology, AI, and Product teams to embed customer-centric design.
• Ensure benefits realization through value tracking, governance, and controls.
• Act as primary transformation partner to Account Leadership and Client Executives.

Skills

Executive storytelling

Influence

Decision facilitation

Communication

Independent work

Process mapping

Value stream mapping

Root cause analysis

Lean Six Sigma

Automation

Analytics

AI in ops

Education

BE/BTech or MBA

Tools

Excel

Power BI

KPI frameworks

Job description

Business Transformation Manager 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 analysis
• Lean 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