Business Transformation Manager

Overview

Execute transformation initiatives for customer support and customer operations under the guidance of a Transformation Lead, managing transformation journeys for contact center operations.

What you'll do

• Execute transformation initiatives for customer support and customer operations under guidance of Transformation Lead.
• Develop a transformation vision, assess feasibility and capability gaps, and plan journey management.
• Translate economic trends into industry competitive advantage and transform a business to enable profitable and sustainable growth.
• Conduct process diagnostics, deep dives, and opportunity assessments (automation, analytics, simplification, optimization).
• Prepare initiative documents such as Project Charters defining timelines, resource requirements, dependencies and risks.
• Align resource requirements and timelines with COEs (Automation, Analytics etc.).
• Track initiative progress, identify and highlight challenges, and work with relevant internal and client teams to resolve them.
• Prepare and distribute progress reports 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 their relevance to client context.

What you'll need

• Any Graduation.
• 8 to 15 years of overall experience in managing transformation for contact center operations with deep domain knowledge.
• 3 to 5 years of experience managing large scale transformation projects.
• Experience working in a shared service environment (BPO Provider or Captive).
• Working knowledge of automation platforms (UiPath, Power Automate), analytics tools (Power BI, Alteryx), and GenAI apps.
• Strong problem-solving, project management, and stakeholder engagement skills.
• Adaptable and flexible, detail oriented, with ability to establish strong client relationships.

Details

• Location: Gurugram.