Sr. Manager, Innovations

Concentrix; Quezon City; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Concentrix seeks an Innovation Senior Manager to drive continual process innovation and transformation across multiple accounts through automation, client co-innovation, and Six Sigma/Lean/Design Thinking.

You will lead initiatives, mentor teams, and partner with automation, analytics, IT and account management to deliver measurable benefits and a robust roadmap.

Qualifications

• College degree holder in a relevant field (CS/Engineering preferred).
• 10+ years total experience with 5+ years in Innovation/Transformation/Process Improvement, ideally in BPO.
• Six Sigma/Lean/Design Thinking or Agile training is a plus.
• Hands-on automation experience (macros, RPA, AI, data analytics).
• Strong PM, change mgmt, and stakeholder mgmt skills.
• Proficient in analytical tools like Minitab/JMP/SAS and BI tools.

Responsibilities

• Own management of Innovation initiatives for aligned accounts with quantified benefits.
• Collaborate with clients and stakeholders to identify, realize, sustain, and scale automation improvements.
• Provide end-to-end assessment and innovation roadmap to improve processes and customer experience.
• Engage early with new accounts to drive automation at the source.
• Facilitate innovation discussions in reviews and governance forums.
• Partner with automation, analytics, IT, and account management teams to scale initiatives.

Skills

Process Innovation

Automation

Stakeholder Management

Project Management

Analytical Tools

Communication

Education

Bachelor's degree

Tools

Minitab

JMP

SAS

MS Office

Power BI

Tableau

Job description

The Innovation Senior Manager role is to drive continual process innovation and transformation through automation, client co-innovation, and/or six sigma, lean, and design thinking (or any relevant disciplines) across multiple accounts and client engagements. Their expertise will help align the client's and business people, process, technology, and data with a robust and sound strategy built for current and future success.

Essential Functions/Core Responsibilities

1. Own the overall management of Innovation initiatives for aligned accounts with proven results (quantified benefits related to metrics and/or financials)

2. Leverage with client and various stakeholders in discovering, qualifying, realizing, sustaining, and replicating automation and process improvement deliverables

3. Manage insights, provide valuable intelligence, end to end assessment, and/or innovation roadmap to stakeholders on how to improve

processes, business, customer experience, and growth based on agreed metrics and targets.

4. Upfront engagement on new accounts to drive automation/process improvements at the source.

5. Facilitate sessions with client and stakeholders in discussing Innovation initiatives during business reviews, client visits, client orals, due diligence, innovation councils and other related cadence

6. Partner with various groups such as automation and analytics teams, training, and quality, project management, IT, and account management among others to synergize the approach and initiatives towards innovation.

7. Facilitate co-innovation/ideation sessions with the client and other key stakeholders based on client and/or business needs

8. Scan the market for new technology which can be applicable for the company and accounts. Meet with vendors to understand the product and drive the deployment inwards to the company. Help improve and contribute in the iteration of existing products/offerings through user experience and POC management.

9. Collaborate with peers and counterparts for best practices sharing and replication.

10. Provide awareness, consultation, training, coaching, and/or learning sessions to aligned accounts in cascading Innovation methodologies, technology, and other related information.

11. Continued upskilling of self to maintain relevance and purpose in the job.

12. Providing accurate and timely report to leadership team (and/or clients)

13. Lead and mentor direct reports (for People managers)

Candidate Profile

• College degree holder, preferably Computer Science, Engineering or any relevant field
• Total 10+ years of experience, with 5+ years in role focusing on Innovation, Transformation, and/or Process Improvement preferably in a BPO setup
• Six Sigma, Lean, Design Thinking, and/or Agile/Scrum certification/training is preferred, higher level certification will be a plus
• Knowledge and hands‑on experience in deploying any automation tools such as macros, workflow tools, robotics process automation, artificial intelligence/cognitive, and data analytics
• Skilled in project management, change management, and stakeholder management
• Ability to work in multiple priorities, handle several projects, ability to collaborate across the ecosystem, build trust with key stakeholders, be able to provide a consultative approach while having domain expertise on client processes
• Proficient in analytical tools/software such as Minitab, JMP, SAS, MS Office, and/or Power BI/Tableau/Digital Visuals
• Strong communication, presentation, facilitation, and story telling skills