Contact Center Transformation Senior Manager - Process Excellence (RDE)

accenture in the philippines; Philippines; On-site; PHP 2,000,000 - 3,600,000; Full time

Job summary

Accenture in the Philippines is seeking a Contact Center Transformation Senior Manager for Process Excellence. You will define the methodology for process redesign, govern quality, and lead teams to deliver high-impact transformation projects in marketing, sales, and services.

You will coach senior specialists and coordinate with technology partners to ensure integrated deliverables. You will apply AX Design principles, coach the team on human+AI agent experiences, and drive delivery standards

Qualifications

• Bachelor’s degree or equivalent is required.
• Minimum 5–12 years of experience in process excellence, process redesign, or management consulting.
• Deep industry or function expertise in at least one domain and ability to apply it to transformation methodology design.
• Proven ability to define and govern team methodology across multiple client engagements.
• Experience managing and developing team members in a consulting environment.
• Proven track record facilitating client workshops and presenting to senior leadership.

Responsibilities

• Define how process transformation work is delivered across industries or functions.
• Govern quality and delivery standards for engagements.
• Coach and develop team members for process redesign and domain application.
• Coordinate with technology and delivery partners to integrate process design and platform work.
• Lead client workshops, presentations, and stakeholder management activities.

Skills

Stakeholder management

Workshop facilitation

Team leadership

Problem solving

Strategic thinking

Education

Bachelor’s Degree or equivalent

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 Senior Manager for Process Excellence (RDE), you are expected to define how process transformation work gets done within your industry or function — setting the methodology, governing quality, and making sure every engagement reflects deep domain expertise as well as the right delivery standard. You manage and develop your team, coach senior specialists on what good looks like in your domain, and connect with technology and delivery partners to make sure the process and platform work fit together.

You’ve made AX Design, the intersection of human, agent, and process part of the team’s methodology — you’ve worked out how to apply it in your domain context, and you coach your team on what human+AI agent experience design looks like in practice.

Key Responsibilities include:

• Embed AI into future state design for clients as well as in ways of working for your full workstream using the appropriate AI tools and creating agents strategically to aid in deliverable creation.
• Define the process redesign standard for your industry or function — the method the team uses to assess domain forces, specify 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.
• Define the benchmarking and transformation roadmap methodology the team applies.
• Determine how domain expertise and functional playbook methodology are applied consistently across the team’s portfolio of engagements.
• Manage client stakeholder facilitation activities — discovery workshops, recommendation presentations, and day-to-day relationship management.
• Approve final process designs before client delivery.
• Manage and develop direct reports; coach senior specialists on process redesign, domain application, and senior leadership presentation.
• Connect with technology and delivery partners to make sure process design and platform work fit together on joint deliverables.
• Define how AX Design is embedded in the team’s domain methodology — establishing the standard for how AI agent experiences are specified, reviewed, and validated within process transformation deliverables across all engagements.

Your experience counts!

• Bachelor’s Degree or equivalent
• Minimum 5–12 years of experience in process excellence, process redesign, or management consulting
• Deep industry or function expertise in at least one domain, with the ability to apply it to transformation methodology design
• 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 track record facilitating client workshops and presenting to senior leadership

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.