Sr. Manager - Transformation & PEX (Customer Service/ Hi-Tech)

Experience: 13+ Years

Location: Hyderabad/ Gurgaon

Skills: Transformations, Process Excellence, Operational Excellence, Process Re-engineering, Process Improvements, Continuous Improvements, RPA, Automation

Preferred Industry: BFSI/ BPO/ KPO/ IT Services - Contact Centers/ Customer Service/ Hi-Tech

Role Summary:

• Led the automation/ process excellence program to meet requirements, manage UAT, and oversee go-live for specific accounts.
• Identify suitable processes for automation and develop business cases, project charters, and documentation (RPA assessments, BRD, use cases).
• Achieve targeted FTE benefits and assess business impacts.
• Collaborate with operations and customers to validate automation opportunities.
• Use statistical models and forecasting to predict volumes, capacity, and customer behavior.
• Apply data aggregation and mining techniques for insights through dashboards and reports.
• Manage multiple projects, address delays, and oversee project execution.
• Supervise and coach project teams, both client and internal.
• Handle client expectations, review deliverables, and support proposal creation and effort estimation.

manasvi.shinde@credencehrservices.com