Associate Director- Digital Transformation & Process Excellence (BPO)

Job Description

Profile & Experience Bachelors 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. 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) 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. Preferred Qualifications: Working knowledge of the Scaled Agile Framework Experience in the contact center or BPO industry Six Sigma Greenbelt or Blackbelt PMP certification preferred OCM (Organizational Change Management) certification preferred.