nAs 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.
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nThis role is open for Pune and Mumbai location
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nEssential Job Elements:
nManage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.
n Provide communication to key stakeholder, including but not limited to; executive management, business owners, and business process leads.
nWork closely with consultants to develop business cases to analyze feasibility and impact across multiple service lines.
n Identify current technologies that are relevant to service line and have potential to be scaled
nDeliver on strategic and functional goals of projects focused on cost optimization, revenue enhancement & metric enhancement.
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nProfile & Experience
n Bachelor’s degree in computer science,
engineering or relevant field and 10+ years of change management or transformation
n5+ years of Program Management experience in a matrix environment
n Exposure to drive complex improvement / transformation projects across multiple accounts/domains across international processes.
nTransformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma)
n Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc). This is a Voice Heavy role.
nExperience collaborating cross functionally within all organizational levels to build collaborative relationships.
n Robust internal client-facing skills with excellent communication, negotiation and conflict management skills
nAnalytical acumen and the ability to streamline complex processes.