Job Title – Service Operating Model & Process Design – Senior Manager – I&P; GN
Management Level: 06 – Senior Manager
Location: Bangalore/ Gurgaon/ Mumbai/ Pune/ Hyderabad/ Chennai
Must have skills: Process Excellence, Process Re-engineering, Customer Service Transformation, Lean Six Sigma
Valuable to have skills: Customer Experience Design, AI-enabled Process Design, Process Mining, CCaaS, CRM, Operating Model Design
Experience: Minimum 12 years(s) of experience is required
Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute
Job Summary:
As a Service Operating Model & Process Design Senior Manager, you define how process transformation work gets done for your clients, setting the methodology, governing quality, and ensuring every engagement reflects deep domain expertise and the right delivery standards. You are responsible for helping clients reimagine how work gets done across customer-facing and operational processes, bringing together process excellence, customer experience, AI, and service operations to drive lasting business value.



You've embedded AI thinking into the team's methodology, proactively identifying where AI can be applied meaningfully within your domain. You coach the team on how to incorporate AI initiatives into future-state processes in the right way, ensuring they enhance operational performance while delivering a better customer experience.

Roles & Responsibilities:

Embed AI into future state design for clients as well as in ways of working for your team using the appropriate AI tools and creating agents strategically to aid in deliverable creation.
• Define the process redesign standard for your clients— the method the team uses to assess as-is processes, redesign future-state processes, integrate AI, and design operating model changes — and govern its application across all engagements in your area.
• Determine the client facilitation approach: discovery workshop methodology, recommendation presentation

📌 I&P GN (Gurugram)
🏢 Accenture
📍 Gurugram