The Role: As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who are responsible for building and executing transformation roadmap for clients in customer service domain. *This role is open for Pune and Mumbai location Essential Job Elements: * Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization. * Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads. * Work closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines. * Identify recent technologies that are relevant to service line and have potential to be scaled * Deliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement. Profile & Experience * Bachelor’s degree in computer science,
engineering or relevant field and 10 years of change management or transformation * 5 years of Program Management experience in a matrix environment * Exposure to drive complex improvement / transformation projects across multiple accounts/domains across international processes. * Transformation / Process Re-engineering ( RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma ) * Strong understanding of AI enabled Conversation Bots ( Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc ). This is a Voice Heavy role. * Experience collaborating cross functionally within all organizational levels to build collaborative relationships. * Robust internal client-facing skills with excellent communication, negotiation and conflict management skills * Analytical acumen and the ability to streamline complex processes. * Flexibility to work in shifts.