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. . Accentures Business Transformation team is the driver of Digital Process transformation with a focus on technology and domain led innovative solutions to drive significant business outcomes for our clients. The focus is to power the Intelligent Operations journey by combining data, technology, people, and intelligence to enable decision-making, drive agility and unlock business outcomes at speed and scale. You will act as the Transformation specialist aligned to our customer operations offering with a heave focus on back-office operations aligning to Communications, Media Tech Industry. The individual will be working closely with Operations Teams on the ground, Accenture Technology, Client Teams and other cross functional teams to deliver measurable business outcomes. We are looking for individuals with strong understanding of customer operations with good experience in Back Office Operations in Communications, Media Technology (CMT) industry including Workforce planning and scheduling; Dispatch and technician management (Field Operations); Service delivery and customer interaction lifecycle.

What are we looking for
- Proven experience in delivering mid/large-scale transformation programs
- Expertise in Value Stream Mapping, Customer Journey Mapping, Operating Model Design




- Strong problem-solving and analytical mindset with an end-to-end perspective
- Exposure to: Field Service Management (FSM) tools (Oracle, Salesforce, M365 Dynamics etc), AI/Analytics platforms, Workflow automation tools
- Well versed with Industry proven technologies leading tools, automation, AI, and Analytics plus have a proven track record of implementing digital solutions
- Ability to co-ordinate with cross-functional teams in global delivery environments
- Strong executive communication and stakeholder management skills
- Experience in handling ambiguous situations and driving outcomes
- Self-driven, high-energy individual with 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
- Exposure to Lean Six Sigma methodologies

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, 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 current tools, processes, and operating models

QualificationAny Graduation

📌 Business Transformation Specialist (Karnataka)
🏢 Accenture
📍 Karnataka