Contact Center Transformation Manager - Process Excellence (RDE)

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

AI-driven projects

Personalized training modules

Inclusive culture

Boundaryless collaboration

Global client exposure

Job summary

Accenture Strategy & Consulting in Manila is seeking an experienced Contact Center Transformation Consulting Manager for Process Excellence (RDE). You will own the full transformation design cycle—from assessing market forces to defining future-state processes and adoption plans—while shaping AI-enabled solutions for clients across industries and guiding cross-functional workshops.

Ideal candidates have a bachelor’s degree and 2–8 years in process redesign or management consulting, with proven

Qualifications

• Bachelor's Degree or equivalent.
• Minimum 2–8 years of experience in process excellence or management consulting.
• Experience leading client discovery workshops and presenting to senior leadership.
• Experience using AI-assisted tools for benchmarking or analytics.
• Experience designing future-state processes with AI integration and operating model changes.

Responsibilities

• Embed AI into future-state design and running AI-enabled delivery.
• Lead future-state process specification and operating model changes.
• Run client discovery workshops and present recommendations to senior client leadership.
• Drive benchmarking analyses and change-impact assessments.
• Facilitate design thinking sessions with cross-functional teams.
• Connect operating model to future-state processes for transformation.
• Contribute to playbook development and proposals.
• Coach junior practitioners in process redesign and AI trends.
• Embed AX Design principles into process specifications for AI agent experiences.

Skills

Client discovery workshops

AI integration design

Stakeholder management

Change management

Benchmarking analytics

Education

Bachelor's Degree or equivalent

Tools

AI-assisted tools

Job description

Are you an outcome-oriented problem solver Do you enjoy working on transformation strategies for global clients Does working in an inclusive and collaborative environment spark your interest Then, Accenture Strategy and Consulting is the right place for you to explore limitless possibilities.

The Strategy & Consulting Global Network Song practice works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

As Contact Center Transformation Consulting Manager for Process Excellence (RDE), you are expected to own the full process transformation design cycle for your industry or function — from assessing how market forces, regulatory shifts, and technology changes are reshaping the landscape, through specifying the future-state process, to defining how people will adopt new ways of working. You're the domain authority on your team: clients and colleagues come to you because of what you know about how this industry or function actually works.

You are designing at the intersection of human, agent, and process as part of the transformation work. When you design a future-state process, you naturally consider how AI agent experiences should be shaped to serve both the business outcome and the people working alongside those agents.

Key Responsibilities include:

• 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.
• Lead future-state process specification, AI integration design, operating model changes, and adoption planning for your assigned industry or functional area.
• Run client discovery workshops and stakeholder interviews; present and defend recommendations to senior client leadership; manage day-to-day client relationships and issue resolution.
• Drive benchmarking analysis and change-impact assessments grounded in deep knowledge of how your industry or function operates.
• Facilitate design thinking sessions and co-creation workshops with cross-functional client teams.
• Connect operating model to future-state processes to drive transformation approaches that are practical and credible.
• Build and maintain documented redesign methods and playbook contributions for your assigned functional process areas.
• Contribute to business development by qualifying opportunities and co-authoring proposals.
• Coach junior practitioners on process redesign methods, domain-specific trend assessment, and operating model design.
• Embed AX Design principles into process specifications — defining how AI agent experiences should be shaped within each process step in your domain, including agent autonomy levels, escalation triggers, and the quality of human-agent handoffs.

Your experience counts!

• Bachelor's Degree or equivalent
• Minimum 2–8 years of experience in process excellence, process redesign, or management consulting
• Demonstrated ability to lead client discovery workshops and present recommendations to senior leadership
• Experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation
• Experience designing future-state processes with AI integration points, operating model changes, and adoption approaches
• Proven track record building benchmarking analyses and change-impact assessments
• Deep expertise in at least one industry or functional domain

What's in it for you

• An opportunity to work on transformative Generative AI and AI-led marketing projects with key global clients.
• Potential to co-create with leaders in strategy, industry, data, technology, design and marketing to shape innovative solutions that leverage emerging AI capabilities.
• Ability to embed responsible AI and responsible business into everything - from how you serve clients to how you operate as a professional.
• Personalized training modules to develop your strategy, consulting and AI acumen and grow your skills, industry knowledge and capabilities.
• Opportunity to thrive in a culture committed to accelerating equality for all and enabling boundaryless collaboration across the organization.

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/in-en/careers

Accenture Global Network Song | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.