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Associate Director - Transformation Management

Associate Director - Transformation Management

M / S.Smart SolutionPune
22 days ago
Job description

Experience Required : 10+ years of experience in change management or transformation, with 5+ years of Program Management experience in a matrix environment

Qualification : Bachelors degree in computer science, engineering, or a relevant field

The Role :

As an Associate Director of Innovation, you will be responsible for leading a team of consultants across multiple verticals who is responsible for building and executing a transformation roadmap for clients in the customer service domain.

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 :

  • Bachelors 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 wont work for this role.
  • 5-day, WFO, extended-hours support as needed

    • (ref : hirist.tech)

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    Associate Director • Pune