Business Process Transformation – Contact Center Consulting Executive Lead

JMR Global | Talent Solutions; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

JMR Global | Talent Solutions in the Philippines seeks an experienced consulting professional to lead business process transformation projects focused on contact center and customer operations. You will guide clients to redesign processes, incorporate AI and automation, and drive measurable improvements in service quality and efficiency.

You will lead consulting teams, develop transformation approaches, and ensure delivery excellence across engagements, collaborating with senior stakeholders and

Qualifications

• Experience in management consulting and leading BPM transformation initiatives.
• Proven ability to redesign contact center workflows and operating models.
• Understanding of AI, Generative AI, and automation in customer operations.

Responsibilities

• Lead engagements transforming contact center operations and improving customer service delivery.
• Assess clients' current contact center processes, identify gaps, and recommend improvements.
• Redesign workflows and develop transformation plans to boost efficiency and experience.
• Apply AI, generative AI, and automation to enhance customer interactions.
• Establish frameworks and standards to ensure quality across engagements.
• Lead client workshops and align senior stakeholders on proposed changes.
• Collaborate with technology teams to enable delivery of recommended solutions.
• Oversee project deliverables and mentor consulting team members.

Skills

Management consulting

Business process transformation

Process excellence

Customer operations transformation

AI & automation in contact centers

Job description

We are seeking an experienced consulting professional to lead business process transformation projects focused on contact center and customer operations.

You will work with clients to improve contact center processes, enhance customer experience, and drive operational efficiency through process redesign, AI, and automation. The role also involves leading consulting teams, developing transformation approaches, and ensuring quality delivery across client engagements.

Key Responsibilities

• Lead consulting engagements focused on transforming contact center operations and improving customer service delivery.
• Assess clients' existing contact center processes, identify gaps and inefficiencies, and recommend practical improvements.
• Redesign contact center workflows and develop transformation plans to improve operational efficiency, service quality, and customer experience.
• Identify opportunities to apply AI, Generative AI, and automation to improve contact center processes and customer interactions.
• Establish process improvement frameworks, methodologies, and standards to ensure consistent quality across client engagements.
• Lead client workshops, present recommendations, and work closely with senior stakeholders to gain alignment on proposed changes.
• Collaborate with technology and implementation teams to ensure recommended solutions can be effectively delivered.
• Oversee the quality of project deliverables and provide guidance, coaching, and development to consulting team members.

What We're Looking For

• Strong experience in management consulting, business process transformation, process excellence, or business advisory, with a specific focus on contact center and customer operations transformation.
• Demonstrated expertise in transforming contact center processes, redesigning customer service workflows, developing operating models, and improving operational efficiency.
• Strong understanding of contact center environments, including customer care, customer service delivery, customer experience, and contact center operations.
• Experience developing transformation frameworks, methodologies, and process improvement strategies specifically for contact center or customer operations engagements.
• Proven ability to lead client consulting engagements, facilitate transformation workshops, and manage relationships with senior client stakeholders.
• Understanding of AI, Generative AI, and automation, particularly their application in transforming contact center processes, customer interactions, and service delivery models.