GURUGRAM · FULLTIME
I&P GN - Song -Service- Senior Manager - Process Excellence-PE
Accenture
Gurugram · onsite · Posted 11d ago
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Undisclosed12–14 yrsfulltimeGurugram
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Section · 01
About this role
Job Title - Service Operating Model & Process Design - Senior Manager - I&P GN
Management Level:06 - Senior Manager
Location:Bangalore/ Gurgaon/ Mumbai/ Pune/ Hyderabad/ Chennai?
Must have skills:Process Excellence, Process Re-engineering, Customer Service Transformation, Lean Six Sigma
Good to have skills:Customer Experience Design, AI-enabled Process Design, Process Mining, CCaaS, CRM, Operating Model Design
Experience:Minimum 12 years(s) of experience is required
Educational Qualification:MBA or equivalent postgraduate degree from a Tier 1 institute?
Job Summary:
As a Service Operating Model & Process Design Senior Manager, you define how process transformation work gets done for your clients, setting the methodology, governing quality, and ensuring every engagement reflects deep domain expertise and the right delivery standards. You are responsible for helping clients reimagine how work gets done across customer-facing and operational processes, bringing together process excellence, customer experience, AI, and service operations to drive lasting business value. You've embedded AI thinking into the team's methodology, proactively identifying where AI can be applied meaningfully within your domain. You coach the team on how to incorporate AI initiatives into future-state processes in the right way, ensuring they enhance operational performance while delivering a better customer experience.
Roles & Responsibilities:
As a Service Operating Model & Process Design Senior Manager, you define how process transformation work gets done for your clients, setting the methodology, governing quality, and ensuring every engagement reflects deep domain expertise and the right delivery standards. You are responsible for helping clients reimagine how work gets done across customer-facing and operational processes, bringing together process excellence, customer experience, AI, and service operations to drive lasting business value. You've embedded AI thinking into the team's methodology, proactively identifying where AI can be applied meaningfully within your domain. You coach the team on how to incorporate AI initiatives into future-state processes in the right way, ensuring they enhance operational performance while delivering a better customer experience.
Roles & Responsibilities:
Embed AI into future state design for clients as well as in ways of working for your team using the appropriate AI tools and creating agents strategically to aid in deliverable creation.
Professional & Technical Skills:
Basic Qualification:
Minimum 12-18 years of experience in process excellence, process redesign, or management consulting
Preferred Qualification:
Familiarity with CCaaS, CRM platforms and AI-enabled service technology, sufficient to provide strategic direction on technology decisions
Additional Information:
- The ideal candidate combines process re-engineering?expertise, customer-centric service design, AI-enabled transformation, and senior client leadership.?
- The role requires the ability to design at the intersection of people, AI agents, and?process?while aligning outcomes for the business, customers, and employees.?
About Our Company | Accenture
Qualification
Basic Qualification:
Minimum 12-18 years of experience in process excellence, process redesign, or management consulting
Minimum 12-18 years of experience in process excellence, process redesign, or management consulting
Deep industry (any) or customer service function expertise, with the ability to apply it to process transformation
Demonstrated ability to define and govern team methodology across a portfolio of client engagements
Experience managing and developing team members in a consulting environment
Proven business development experience including RFP ownership, deal shaping, and relationship-led growth interpersonal skills, with the ability to influence and drive change across organizational levels.
Preferred Qualification:
Familiarity with CCaaS, CRM platforms and AI-enabled service technology, sufficient to provide strategic direction on technology decisions
Demonstrated track record of leading large, complex consulting engagements end-to-end, with full accountability for delivery, quality, and client satisfaction
Experience managing and developing multi-level teams in a fast-paced consulting environment
Strong executive communication and facilitation skills
Lean Six Sigma certification - Good to have (Black Belt preferred)
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Section · 02
Skills
Customer ServiceCustomer Experiencecrmmanagement consultingcrm platformsMiningBlack BeltProcess ExcellenceProcess DesignEmbedded SystemsBusiness DevelopmentEmbedded AIAI ToolsArchitectureoperationsClient SatisfactionArtificial Intelligence
Section · Company
About Accenture
Accenture
IT Services & Consulting
350k+
employees
1989
37 years old
Dublin
Ireland
About
Accenture plc is an Irish-American, professional services company based in Dublin, specializing in information technology services and consulting.
Industries
IT Services & ConsultingAnalytics & KPOSoftware ProductManagement Consulting
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