I&P GN - Song –Service- Senior Manager - Process Excellence-PE

8140 ASOL - Gurugram Non STPI Company; Gurugram District; Hybrid; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture is seeking a Service Operating Model & Process Design Senior Manager to define how transformation work gets done across customer-facing and operational processes. The role combines process excellence, AI-enabled design, and senior client leadership across multiple geographies.

You will coach teams, govern quality, and drive value for clients, embedding AI thinking into delivery while advancing service operations and customer experience.

Qualifications

• Minimum 12–18 years of experience in process excellence, process redesign, or management consulting.
• Deep industry knowledge in customer service with ability to apply it to process transformation.
• Proven ability to define and govern team methodology across client engagements.
• Experience managing and developing team members in a consulting environment.
• Business development experience including RFP ownership, deal shaping, and relationship-led growth.

Responsibilities

• Embed AI into future state design for clients and team workflows using appropriate AI tools.
• Define the process redesign standard and govern its application across engagements.
• Determine the client facilitation approach including workshops and governance.
• Serve as executive governance point across programs, managing risks and stakeholder alignment.
• Coordinate with technology and delivery partners to align design and platform work.
• Provide direction on technology strategy within process designs and ensure platform fit.
• Identify account expansion and new pipeline opportunities in process excellence.
• Lead and mentor Senior Managers, Managers, Consultants, and Analysts; contribute to hiring and talent strategy.
• Develop points of view and accelerators to strengthen market positioning.

Skills

Process Excellence

Process Re-engineering

Customer Service Transformation

Lean Six Sigma

Customer Experience Design

AI-enabled Process Design

Process Mining

Education

MBA or equivalent postgraduate degree

Tools

CCaaS

CRM

Job description

Job Title – Service Operating Model & Process Design – Senior Manager – I&P GN Management Level: 06 – Senior Manager Location: Bangalore/ Gurgaon/ Mumbai/ Pune/ Hyderabad/ Chennai Must have skills: Process Excellence, Process Re-engineering, Customer Service Transformation, Lean Six Sigma Good to have skills: Customer Experience Design, AI-enabled Process Design, Process Mining, CCaaS, CRM, Operating Model Design Experience: Minimum 12 years(s) of experience is required Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute

Job Summary: As a Service Operating Model & Process Design Senior Manager, you define how process transformation work gets done for your clients, setting the methodology, governing quality, and ensuring every engagement reflects deep domain expertise and the right delivery standards. You are responsible for helping clients reimagine how work gets done across customer-facing and operational processes, bringing together process excellence, customer experience, AI, and service operations to drive lasting business value. You've embedded AI thinking into the team's methodology, proactively identifying where AI can be applied meaningfully within your domain. You coach the team on how to incorporate AI initiatives into future-state processes in the right way, ensuring they enhance operational performance while delivering a better customer experience.

Roles & Responsibilities

• Embed AI into future state design for clients as well as in ways of working for your team using the appropriate AI tools and creating agents strategically to aid in deliverable creation.
• Define the process redesign standard for your clients— the method the team uses to assess as-is processes, redesign future-state processes, integrate AI, and design operating model changes — and govern its application across all engagements in your area.
• Determine the client facilitation approach: discovery workshop methodology, recommendation presentation standards, and approval governance.
• Serve as the executive governance point of contact across programmes by managing risks, escalations, and stakeholder alignment at the most senior client levels, ensuring delivery confidence and programme integrity throughout.
• Connect with technology and delivery partners to make sure process design and platform work fit together on joint deliverables.
• Provide direction on Service transformation programs by shaping technology strategy within process designs, evaluating platform fit, and ensuring alignment between architecture decisions and business outcomes.
• Build and grow senior client relationships by identifying account expansion and follow-on engagement opportunities and generating new pipeline for process excellence work. Expanding the practice's presence across industries and geographies to establish it as a long-term strategic partner in customer service transformation.
• Lead and grow the practice by mentoring Senior Managers, Managers, Consultants, and Analysts, shaping capability development across the team, and contributing to hiring and talent strategy.
• Lead practice and thought leadership by developing points of view, industry insights, go-to-market offerings, accelerators, frameworks, and reusable assets that strengthen the practice's market positioning and differentiation.

Professional & Technical Skills

• Basic Qualification: Minimum 12–18 years of experience in process excellence, process redesign, or management consulting
• Deep industry (any) or customer service function expertise, with the ability to apply it to process transformation
• Demonstrated ability to define and govern team methodology across a portfolio of client engagements
• Experience managing and developing team members in a consulting environment
• Proven business development experience including RFP ownership, deal shaping, and relationship-led growth interpersonal skills, with the ability to influence and drive change across organizational levels.
• Preferred Qualification: Familiarity with CCaaS, CRM platforms and AI-enabled service technology, sufficient to provide strategic direction on technology decisions
• Demonstrated track record of leading large, complex consulting engagements end-to-end, with full accountability for delivery, quality, and client satisfaction
• Experience managing and developing multi-level teams in a fast-paced consulting environment
• Strong executive communication and facilitation skills
• Lean Six Sigma certification - Good to have (Black Belt preferred)

Additional Information

• The ideal candidate combines process re-engineering expertise, customer-centric service design, AI-enabled transformation, and senior client leadership.
• The role requires the ability to design at the intersection of people, AI agents, and process while aligning outcomes for the business, customers, and employees.

About Our Company | Accenture

Basic Qualification: Minimum 12–18 years of experience in process excellence, process redesign, or management consulting

Deep industry (any) or customer service function expertise, with the ability to apply it to process transformation

Demonstrated ability to define and govern team methodology across a portfolio of client engagements

Experience managing and developing team members in a consulting environment

Proven business development experience including RFP ownership, deal shaping, and relationship-led growth interpersonal skills, with the ability to influence and drive change across organizational levels.

Preferred Qualification: Familiarity with CCaaS, CRM platforms and AI-enabled service technology, sufficient to provide strategic direction on technology decisions

Demonstrated track record of leading large, complex consulting engagements end-to-end, with full accountability for delivery, quality, and client satisfaction

Experience managing and developing multi-level teams in a fast-paced consulting environment

Strong executive communication and facilitation skills

Lean Six Sigma certification - Good to have (Black Belt preferred)

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent-and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

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