Business Transformation Manager

 About The Role  

Skill required: NA - Business Transformation

Designation: Business Transformation Manager

Qualifications:Any Graduation

Years of Experience:13 to 18 years

What would you do? Execute transformation initiatives for a customer support, customer operations under guidance of Transformation Lead.In this role, you will be expected to develop transformation vision, assess vision feasibility and capability gaps, plan journey management. Also, translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth.

What are we looking for? 815 years of overall experience in experience in managing transformation for contact center operations with deep domain knowledge 3-5 years experience of managing large scale transformation projects Experience of working in shared service environment (BPO Provider or Captive) Working knowledge of automation platforms (UiPath, Power Automate), analytics tools (Power BI, Alteryx), GenAI apps Strong problem-solving, project management, and stakeholder engagement skills Adaptable and flexible Detail orientation Ability to establish strong client relationship Commitment to quality Strong analytical skills Ability to manage global teams Black belt certification required Working knowledge of Salesforce, Genesys preferred

Roles and Responsibilities: Conduct process diagnostics, deep dives, and opportunity assessments (automation, analytics, simplification, optimization) Prepare initiative document e.g. Project Charter defining timelines, resource requirement, dependencies and risks etc Align resource requirement and timeline with COEs(Automation, Analytics etc) Track initiative progress, identify and high lights challenges; and work with relevant teams internally and in the client organization to resolve the same Prepare and distribute progress report in standard formats defined by PMO Align Change Management strategy and action plan and support in executing the same Collaborate with wider ecosystem to understand innovations and assess the relevant of same for client context
 Qualification 
Any Graduation