Manager - Process Excellence / Digital Transformation (WFO)

Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the worlds best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.

Visit www.concentrix.com to learn more.

Position: Consultant, Digital Transformation (Functional role)

Job Title: Manager

Mode of Work - Work from office

Relevant Experience:

5+ years in identifying Process improvement opportunities via DMAIC methodologies with RPA solutions for improving customer experience.

Must have led end to end Transformation project like improving NPS / CSAT / AHT ,etc. with cognitive solutions (RPA/GenAI/CCAAS)

Good to be Six Sigma Black belt certified, however green belt certification would also do

Key Roles & Responsibilities:

• Co-innovate with our clients to outline transformation roadmaps

• Identification of Opportunity by conducting detailed Process Discoveries &/

  Customer Journey Mapping

• Lead / support improvement initiatives that positively impact Client satisfaction & business profitability

• Be a visionary to identify high impact strategic projects which yield in substantial CNX / Client Gains

• Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

• Identifying process gaps & automation opportunities

• Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

• Interfacing with our leadership/clients and identifying opportunities for value

• Driving effective Change Management for a stable & consistent delivery Zero surprise operations

• Identifying client value add opportunities and working together with the business for presenting the same to the clients.
• Work closely with project management, IT, delivery teams to implement solutions as designed and monitor results / impact

• Create a culture of problem solving by imparting trainings

• Identify new technologies which can help us improve CNX &/ our clients business processes

• Improve existing technology assets / offerings by contributing in refining product backlogs and by supporting POCs

Desired Skills/ Preferred Qualifications:

• Comprehensive understanding of Business Process Service & CX business & associated channels

• Solution Building

  Business Transformation Roadmaps

• Transformation /

  Process Re-engineering

  (RPA, Cognitive, Bots, Messaging, Analytics,

  Lean / Six Sigma

• Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc)
• Proven experience in conducting Process Discoveries & write Process Design Documents

• Lean Six Sigma BB / MBB Certification would be preferable

• Strong Stakeholder / client management experience