Line of Service Advisory Industry/Sector Not Applicable Specialism Corporate and Business Strategy Management Level Senior Manager Job Description Summary JOB OVERVIEW he Enterprise Strategy Value practice is looking for a Senior Manager to join our growing Digital Contacts Solutions (DCS) team and work along-with a team of problem-solvers to assist clients with complex business problems, from strategy through execution. Our Digital Contacts Solutions (DCS) engagements are targeted at driving enterprise value by re-imagining client’s contact center operating models, processes, and vendor ecosystem along with the power of next-gen enablers such as omni channel experience, self service, advanced Analytics, IVR/ NLP etc. As a Senior Manager in the DCS team (part of broader ESV team), the candidate will be expected to lead a team of consultants with varying levels of experience, lead and manage projects, work directly with account leaders, partners and interface with client CXO(s)/ executive stakeholders, and prepare relevant recommendations. They will also be expected to develop strong points of views and market insights, stay updated on the latest industry trends and determine the impact of those on our clients. They should be passionate about developing new ideas into meaningful perspectives and mentor and guide the team to develop strong and valuable content pieces. They will be expected to drive opportunity identification, design value realization for the client. In addition to consulting solutions delivery, other key responsibilities will include supporting new business development proposals, innovation thought leadership initiatives Years of Experience: 11 to 14 years Position Requirements: ● Work with client engagement teams executing contact center transformation projects and independently lead workstreams to help develop and execute strategies for the client’s value realization ● Drive Contact Center diagnostics incl. current state assessment, framing and validating hypothesis, opportunity sizing, business case and future state roadmap ● Ideate digital solution design and implementation to refine business case and assumptions, lead transformation management office to execute the CC/CX transformation program ● Understanding of outsourcing/ vendor strategy including vendor management and contract assessment ● Steer critical design thinking and analysis on how enterprises can drive value by reconstructing customer experience models and harnessing the power of next-gen technology ● Understanding of CC/CX enabling technologies like IVR, Chatbot, AI/ ML/ Advanced Analytics to improve efficiency, drive incremental revenue and cost savings; design and implementation PMO experience would be an additional bonus ● Lead business and practice development efforts (e.g., proposals, thought leadership, case studies, work plans and internal team metric trackers) ● Coach and motivate team members to support an atmosphere of growth, trust, diverse perspectives, creativity, and innovation. ● Lead and nurture teams, identify opportunities for growth, be adept at upwards and downward stakeholder management, develop a positive and effective work environment Skills Preferred: ● Demonstrate proven industry and management consulting skills while working collaboratively with business stakeholders and project teams to deliver measurable results ● Experience with short to long term business strategy, opportunity identification, current state diagnostics, business cases, roadmap design, digital-led process, functional and/ or enterprise-level transformation ● Consulting/ Industry experience in Contact Center/ Customer Experience transformation is preferred ● Understanding of CC/ CX enabling technologies like IVR, Chatbot, Conversational AI etc. is desirable ● Appreciation and passion for design-thinking, critical problem solving and a curiosity for understanding the latest in business + technology ● Ability to marry quantitative and qualitative anal Professional and Educational Background: ● MBA or equivalent post-graduate degree from a Tier-1 business school ● Past experience in management/ strategy consulting domain or CC/ CX transformation experience while working in Industry is preferred ● Past experience in managing a team / strong stakeholder management experience Additional Information : ● Travel Requirements: Travel to client locations may be required as per project requirements ● Line of Service: Advisory ● Horizontal: Enterprise Strategy and Value (Digital Contacts Solutions) ● Designation: Senior Manager ● Location: Bangalore/ Hyderabad/ Mumbai, India Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Degrees/Field of Study preferred: Certifications (if blank, certifications not specified) Required Skills Optional Skills Desired Languages (If blank, desired languages not specified) Travel Requirements Not Specified Available for Work Visa Sponsorship? No Government Clearance Required? Yes Job Posting End Date You know us. We want to know you. Your career is just that; yours. You choose it. You live it. You make it happen.To get the best from it, you need the best opportunities. That’s why opportunities are at the heart of a career with us. Opportunities for you to grow as an individual, to build lasting relationships and make an impact in a place where people, quality and value mean everything.