Skill required: NA - Business Transformation

Designation: Business Transformation Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do? Intelligent Operations centers. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. . 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?
- Strong understanding of Utilities operations, including Metering lifecycle , Service orders, exceptions customer and retailer interaction lifecycle
- Exposure to Metering Services in Australian utilities market (preferred), including: AEMO / regulatory frameworks, Service level compliance and metering obligations
- Proven experience in delivering mid/large-scale transformation programs
- Solid experience in Value Stream Mapping, Customer Journey Mapping, and Operating Model design
- Ability to take an end-to-end problem-solving approach across meter to bill operations lifecycle
- Strong experience in identifying automation and process improvement opportunities and defining transformation roadmap
- Exposure to: Field Service Management (FSM) tools (Oracle, MS365 Dynamics etc), Workflow and ticketing platforms (e.g., ServiceNow), AI/Analytics platforms and automation tools




- Strong analytical mindset with ability to derive insights from operational data (volume, SLA, defects, turnaround time)
- Ability to coordinate with cross-functional teams in global delivery environments
- Strong stakeholder management and ability to engage with senior client leadership (CXO-2 level)
- Experience in handling ambiguous situations and driving outcomes in transformation programs
- Self-driven, high-energy individual with the ability to operate with limited inputs
- Comfortable working in unstructured environments
- Strong analytical, structured thinking, and problem-solving skills
- Ability to adapt to change and drive transformation mindset across stakeholders
- Exposure to Lean Six Sigma / Continuous Improvement frameworks (good to have)

Roles and Responsibilities:
- Drive end-to-end transformation programs across customer operations for Accenture & Client retained processes
- Define and execute transformation roadmaps aligned to client business objectives
- Identify and work with relevant teams to implement next-generation technologies (Gen AI/Agentic) and automation solutions to enhance operating model effectiveness
- Conduct Value Stream Mapping and Process Diagnostics across Customer Lifecycle




- Recommend and implement process simplification, standardization, and automation opportunities
- Improve key operational KPIs like First-pass yield, Job cycle time, Schedule adherence, Engineer utilization etc
- Drive adoption of Field Service Management (FSM) platforms, Order Management Tools, AI-driven scheduling, and automation tools
- Identify use cases for Predictive analytics and job prioritization; Real-time exception handling and Digital enablement/adoption/Upstream changes in Field
- Partner with technology teams to design and deploy digital solutions
- Engage with senior client stakeholders (CXO-2) to present transformation roadmap, Lead solution discussions, Drive decision-making
- Manage cross-functional collaboration across different teams handling processes across customer lifecycle
- Define and track Balanced Scorecard metrics and performance KPIs
- Establish governance frameworks to ensure value realization and continuous improvement
- Drive reduction in process variability, defects, and operational inefficiencies
- Evaluate replication opportunities for solution being developed on Automation & Process improvements
- Lead periodic transformation governance reviews with client leadership
- Drive change management initiatives across field operations and stakeholders
- Build transformation mindset across teams and embed best practices from industry frameworks
- Support adoption of new tools, processes, and operating models

Qualification Any Graduation

📌 Business Transformation Specialist (Tamil Nadu)
🏢 Accenture
📍 Tamil Nadu