Associate Director

Associate Director Transformation

Location: Mumbai / Pune

Experience Required:

Qualification

The Role:

Essential Job Elements:

• Manage day-to-day execution of various cross-functional transformation initiatives and drive milestones to realization.
• Provide communication to key stakeholders, 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 new technologies that are relevant to the service line and have the 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 a 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.
• Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma)
• Strong understanding of AI-enabled Conversation Bots (ChatBots, Email Bots, Social Bots, Knowledge Bots, etc)
• Experience collaborating cross-functionally within all organizational levels to build collaborative relationships.
• Strong 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.

Preferred Qualifications:

• Working knowledge of the Scaled Agile Framework
• Experience in the contact center or BPO industry
• Six Sigma Green Belt or Black Belt
• PMP certification preferred
• OCM (Organizational Change Management) certification preferred.

Skills Required:

• Digital Transformation / Contact Centre Transformation / CX Transformation for international / mix of domestic & international processes
• This person will be responsible for managing multiple accounts with a large employee span (multiple domains like CRM, Tech, aviation, Retail, travel, etc. – voice majorly, along with non-voice)
• Experience in Lean, Process re-engineering, and the deployment of AI solutions is required.
• Experience required in deploying solutions such as Voice Bot, Chat Bots, Conversational bots, Gen AI, Agentic AI, etc.
• People management role.
• What will not work: Insurance, healthcare, back office & FnA domain won’t work for this role.
• 5-day, WFO, extended-hours support as needed.

https://www.linkedin.com/in/amit-mukherjee-head-talent-acquisition-professional/