Business Transformation Assoc Manager

Skill required: NA - Business Transformation
Designation: Business Transformation Assoc Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.
What would you do Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. .As an Associate Manager, you will lead execution of transformation initiatives across telecom customer operations, including contact centers, digital care, service assurance, billing support, and back-office operations. You will be responsible for translating transformation intent into executiondriving process redesign, productivity improvement, automation enablement, and operational performance improvement while partnering closely with delivery, technology, and analytics teams.This role blends hands-on transformation delivery with team leadership and stakeholder management in a high-scale telecom environment. Own execution excellence and deliver quantified outcomes for defined customer ops transformation scopes.
What are we looking for 712 years of experience in Telecom Customer Operations, Operations Transformation, or Business ExcellenceStrong exposure to Contact Center / Customer Care operationsProven track record delivering measurable operational and CX improvementsProcess mapping, value stream mapping, root cause analysisAutomation (RPA, workflow tools)Analytics reporting (Excel, dashboards, KPI frameworks)AI / GenAI use cases in operationsStrong problem-solving and structured thinking skillsStrong execution rigor and stakeholder communicationAI CertificationsGraduate or Post-Graduate in Engineering, Management, or related fieldLean / Six Sigma / Business Excellence methodologies (certification)Clear, confident communication with business and operations stakeholdersAbility to work independently and manage multiple workstreamsStructured storytelling and executive-ready presentation skillsHigh ownership, adaptability, and continuous learning mindset
Roles and Responsibilities: Lead transformation initiatives across Customer Care, Technical Support, Provisioning, Billing, Complaints, and Omni-channel CXDiagnose operational pain points impacting AHT, FCR, CSAT, NPS, cost-to-serve, and digital adoptionDesign and implement process improvements, policy simplification, and operating model changesSupport rollout of future-state customer journeys across voice and digital channelsIdentify and drive automation and AI-led use cases (RPA, GenAI copilots, self-service, knowledge automation)Partner with Technology Data teams to implement analytics-driven performance managementTrack and report hard benefits (FTE, cost, AHT reduction) and soft benefits (CX uplift, deflection, quality)Manage day-to-day delivery of transformation workstreamsAct as primary interface with delivery leadership, quality, WFM, training, IT, and product teamsPrepare and present operational insights, dashboards, and transformation updates to senior stakeholdersProactively manage execution risks, dependencies, and adoption challengesLead and mentor Specialists and Senior AnalystsDrive structured change management, SOP updates, and adoption trackingBuild repeatable transformation assets, playbooks, and standard frameworks


Qualification
Any Graduation