Skill required: NA - Business Transformation
Designation: Business Transformation Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years  

What would you do? Execute transformation initiatives for a customer support, customer operations under guidance of Transformation Lead.



In this role, you will be expected to develop transformation vision, assess vision feasibility and capability gaps, plan journey management. Also, translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth.

What are we looking for? •
 12–18 years of overall experience in experience in managing transformation for contact center operations with deep domain knowledge
• 5+  years’ experience of managing large scale transformation projects
• Experience of working in shared service environment (BPO Provider or Captive)
• Working knowledge of automation platforms (UiPath, Power Automate), analytics tools (Power BI, Alteryx), GenAI apps
• Strong problem-solving, project management, and stakeholder engagement skills
• Adaptable and flexible
• Detail orientation
• Ability to establish strong client relationship
• Commitment to quality
• Strong analytical skills
• Ability to manage global teams
• Black belt certification required
• Working knowledge of Salesforce, Genesys preferred

Roles and Responsibilities: • Conduct process diagnostics, deep dives, and opportunity assessments (automation, analytics, simplification, optimization)
• Prepare initiative document e.g. Project Charter defining timelines, resource requirement, dependencies and risks etc
• Align resource requirement and timeline with COEs(Automation, Analytics etc)
• Track initiative progress, identify and high lights challenges; and work with relevant teams internally and in the client organization to resolve the same
• Prepare and distribute progress report in standard formats defined by PMO
• Align Change Management strategy and action plan and support in executing the same
• Collaborate with wider ecosystem to understand innovations and assess the relevant of same for client context