Business Strategy & Operations -Senior Associate-Bangalore

Overview

Senior Associate in the Business Strategy & Operations practice at PwC Acceleration Center India, co-designing and delivering tailored business and customer-operations transformation interventions with senior client stakeholders.

What you'll do

• Collaborate with senior client stakeholders to co-design and deliver tailored interventions
• Facilitate experiential, collaborative work to accelerate stakeholder alignment and decision-making
• Apply human-centered systems thinking and design thinking to address complex challenges
• Utilize process facilitation and collaborative methodologies to enable impactful outcomes
• Support business leaders in solving complex problems and capturing opportunities
• Navigate risk and regulatory complexity to optimize deals and align costs with business strategy
• Engage in multidisciplinary collaboration to stimulate innovation and unlock data possibilities
• Gather information from diverse sources to analyze facts and discern patterns
• Adapt to a fast-paced environment and work with a variety of clients and team members
• Take ownership of personal development and consistently deliver quality work

What you'll need

• MBA / PGDM from a premier B-School (Sales / Marketing / Strategy / Analytics)
• At least 5-8 years of experience
• Oral and written proficiency in English

Nice to have

• Transformation Strategy: Contact Center Strategy, CCaaS/Cloud Contact Center, Target Operating Model (TOM), Vendor/Platform Assessment
• AI-led Transformation: GenAI, Agentic AI, Large Language Models (LLM), Conversational AI, Agent Assist, Self-Service, Next-Best-Action, Workflow Automation
• AI Platform Assessment: Evaluation of CCaaS, Conversational AI, GenAI/Agentic platforms, human-AI operating models
• Contact Center Domain: Customer Service Operations, KPIs (AHT, FCR, NPS, CSAT, SLA), Workforce Management, Quality Management, Omnichannel strategies
• Journey & Quality: Customer Journey Mapping, CX, Contact Center Analytics, Process Standardization, Quality Frameworks, Knowledge Management
• Consulting & Client Advisory: Management/Strategy Consulting, Structured Problem Solving, Hypothesis Development, Workshops, Stakeholder Management
• Business Case & Transformation: Building Business Cases, Transformation Roadmaps, Cost Reduction/ROI, AI/GenAI Investment Cases, Change Management
• Delivery & Engagement Leadership: Workstream Leadership, Project Delivery, Client Management, Business & Technology Stakeholder Engagement, Driving measurable business impact

Details

• Location: Bangalore, India
• Travel requirements not specified