Manager – Business Transformation & AI
- Location
- Mumbai, Maharashtra, India
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview: Looking for a dynamic and experienced professional to join the team as Manager – Business Transformation & AI within the BPO & Contact Center industry, driving AI-led transformation initiatives, automation, and operational innovation. • Key Responsibilities & Daily Duties: - Identify transformation opportunities through structured process discovery and operational assessments. - Design comprehensive AI, GenAI, and automation solutions tailored for contact center operations. - Develop transformation roadmaps and strategic business cases. - Lead process re-engineering and continuous improvement projects across business workflows. - Drive Proof of Concepts (POCs) and collaborate across cross-functional teams for successful implementation. - Engage actively with clients, senior leadership, and key business stakeholders. • Required Qualifications, Skills & Experience: - 5+ years of relevant experience, specifically with exposure to BPO & Contact Center operations and customer service processes. - Strong, hands-on experience in Business Process Re-engineering, RPA, Workflow Automation, and Conversational AI. - Deep practical knowledge of GenAI, Agentic AI, LLMs, Chatbots, Voice Bots, and advanced analytics. - Proven track record in Customer Journey Mapping and executing Lean Six Sigma initiatives. - Excellent stakeholder management and communication abilities. - Advanced proficiency in Microsoft PowerPoint and Microsoft Excel. - Preferred Certifications / Qualifications: Lean Six Sigma Green Belt or Black Belt, Agile/Scrum, Design Thinking, or Change Management certifications. • Working Hours, Shifts & Location Details: - Working Hours: 12:00 PM – 12:00 AM. - Location: Malad, Mumbai, Maharashtra, India. • Application Instructions: - Interested candidates are invited to share their updated resume via email.