Manager - Business Transformation & AI

Concentrix; Pune District; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Concentrix is seeking a Manager - Business Transformation & AI to drive AI-led transformation for clients, partnering with delivery, product, and sales teams to identify opportunities and design innovative solutions. The role emphasizes GenAI, RPA, and analytics within a BPO environment.

You will engage with clients and operations to build business cases, lead workshops, and shape transformation roadmaps while ensuring measurable business outcomes.

Qualifications

• Lean Six Sigma Belt with 3–5 years in transformation or automation roles.
• Strong stakeholder management and executive communication skills.
• Experience in BPO/CX operations and AI-led transformation.

Responsibilities

• Lead transformation opportunities and build business cases with ROI models.
• Design AI, GenAI, automation and analytics solutions aligned to objectives.
• Develop roadmaps, ROI models, and value realization strategies.
• Lead POCs and support end-to-end implementation of solutions.
• Collaborate with Delivery, Product, Technology, and PMO teams.

Skills

Lean Six Sigma Belt

Stakeholder management

Consulting experience

Analytics

AI technologies

RPA

LCNC

Scripting

PowerPoint

Excel

BPR

Tools

LLMs

Workflow automation

Scripting

Job description

Job Description

We're Concentrix, a Fortune 500® technology and services leader, helping the world's best brands cut through AI hype and create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world's most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we're the Intelligent Transformation Partner that helps clients across every major vertical move from AI ambition to measurable, scalable performance.

Job Title: Manager - Business Transformation & AI

Function: Innovations and Transformation

Job Role:

The Innovation Consultant would be accountable to support the clients transform their business through AI, Automation, Analytics, and Digital Innovation. As a trusted advisor, you will partner with clients, delivery teams, and sales leaders to identify transformation opportunities, design innovative solutions, and drive measurable business outcomes using technologies such as GenAI, Agentic AI, Conversational AI, RPA, Workflow Automation, Voice, Chat, Knowledge Bot's, Speech Analytics, Automated QA and Lean Six Sigma.

This role requires a strong blend of consulting, stakeholder management, problem-solving, and technology solutioning.

The individual will be responsible for engaging with clients/Operations, identifying opportunities, building business cases, and driving AI-led transformation. You should be well versed with BPO environment and various operating channels.

Key Responsibilities

• Lead process discovery, customer journey mapping, and operational assessments to identify transformation opportunities.
• Develop L3-L5 AS-IS and TO-BE process maps, identifying process gaps, non-value-added activities, technology interventions, and client dependencies.
• Design AI, GenAI, automation, analytics, and digital transformation solutions aligned to business objectives.
• Build transformation roadmaps, business cases, ROI models, and value realization strategies.
• Lead Proof of Concepts (POCs) and support end-to-end implementation of approved solutions.
• Collaborate with Delivery, Product, Technology, PMO, and Solutioning teams to drive execution and business outcomes.
• Facilitate client workshops, QBRs, MBRs, due diligence sessions, and executive reviews.
• Present transformation recommendations and solution strategies to senior stakeholders and clients.
• Identify account growth opportunities through continuous improvement and innovation initiatives.
• Drive innovation culture through ideation workshops, capability-building programs, and evaluation of emerging technologies.

Desired Skills & Expertise

• Lean Six Sigma Green Belt / Black Belt certified with 3-5 years of experience in Business Transformation, Consulting, Process Excellence, Automation, or Innovation roles.
• Strong understanding of CX/BPO operations, customer service processes, and operational excellence frameworks.
• Expertise in Business Process Re-engineering (BPR), Lean Six Sigma, and cost optimization initiatives.
• Hands-on experience with AI, GenAI, Agentic AI, LLMs, Conversational AI, Chatbots, Voice Bots, and Automation technologies.
• Experience with RPA, workflow automation, low-code/no-code (LCNC), and scripting solutions.
• Strong capability in customer journey mapping, analytics, insights generation, and data-driven decision-making.
• Proven ability to develop business cases, ROI models, and transformation strategies.
• Excellent stakeholder management, consulting, problem-solving, and executive communication skills.
• Strong presentation and storytelling capabilities with advanced PowerPoint and Excel proficiency.
• Experience across domains such as BFSI, Retail, Travel, Automotive, Technology, Media, or Consumer Electronics.