Customer Service & Contact Center Transformation Leader

Capgemini Singapore PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

A leading company in Financial Services seeks a Customer Service & Contact Center Transformation leader to drive strategic initiatives. This role involves client engagement, developing transformational ideas, and building effective strategies across the APAC region. Ideal candidates have a strong understanding of contact center operations and AI disruptions.

Qualifications

• Proven ability in delivering large scale transformations.
• Experience in developing new operating models and processes.
• Strong understanding of contact center strategy and execution.

Responsibilities

• Directly work with clients to bring transformational ideas to life.
• Develop and execute sales strategies to drive revenue growth.
• Advise clients on strategic vision and operating models.

Skills

Contact center operations

Deal shaping

AI disruptions

Operating models

Change management

Tools

Genesys

NICE

Kore.AI

Amazon Connect

Verint

Salesforce

Pega

Job description

The Customer Service & Contact Center Transformation leader will lead an exciting and critically important strategic initiative for Capgemini Financial Services Continental APAC BU. If you relish working and engaging with great brands in Financial Services and aiding them with their customer service & contact center transformations, we want to meet you! If you believe in the opportunity to drive better sales outcomes leveraging digital solutions for the contact center, we want to meet you! If you have deep understanding of the contact center strategy and operations in Banks and feel it is ripe for disruption, we want to meet you!!

Key Responsibilities:

• Your role will require you to directly work with clients to bring transformational ideas and innovation to life, building customer relationships and creating a business portfolio for customer service and contact center transformation
• Develop and execute sales strategies to penetrate the Digital marketing business across our Financial Service customers in APAC and drive revenue growth.
• Shape deals proactively working with accounts and clients
• Build CXO relationships, working closely with the account teams
• Advise clients to develop strategic vision, operating models, and roadmaps for customer service and contact center transformations
• You will work with Capgemini practice and account teams to shape complex deals, assist with deal proposals and deal closing
• You’ll will work on strategizing for key engagements and teams that encompass a wide range of activities, including assessments and roadmaps to provide recommendations, and activating new ways of working using agile rhythms and enabling leading digital platforms.
• You will also be responsible for developing and nurturing business partnerships in the region that amplifies our got-to-market proposition and value to the customer

Key Skills and Requirements:

• Strong understanding of contact center operations, and proven ability in delivering large scale transformations
• Strop demonstration of deal shaping of large contact center transformation deals
• Strong understand of the disruptions in this space and how AI is reshaping this area
• Experience in developing new operating models, processes, change, training, and communication plans
• Strong understanding of contact center strategy and execution to drive efficient and effective operations.
• Understanding of the capabilities across key vendors in the contact center space like Genesys, NICE, Kore.AI, Amazon Connect, Verint, salesforce, pega and other leading solutions,
• Experience in product selection for large contact center transformation programs
• Experience in building and driving GTM plans