Sr. Manager - Digital Transformation

Job description

Concentrix Corporation (NASDAQ: CNXC) a global technology and service leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day, we design, build and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building, and scaling secure AI technologies, or running digital operations that deliver global consistency with a local touch, we have it covered. At the heart of everything we do lies a commitment to transforming the way companies connect, interact, and grow. We’re here to redefine what success means, delivering outcomes unimagined across every major vertical in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more.

Role: Group Leader / Sr. Manager - Digital Transformation

Location: Vizag / Vishakhapatnam (SRK towers, CBM compound)

Work from Office mode (all 5days a week)

Working window - 12pm to +pm (flexibility required)

The Role:

Our Innovation team is responsible for driving sustainable continuous improvement & drive transformation efforts. Primary focus is on ensuring high customer, investor & employee satisfaction. One Innovation team uses a LEAN based methodology along with transformative solutions / tools that works to eliminate everything that does not add value to CONCENTRIX & its clients.

Key Essentials:

• Black Belt certified with 11+yrs of experience in ITES or Outsourcing industry

• Must have done RPA or chatbot related projects for customer service or Contact center domain

• Significant experience with Lean Six Sigma or DMAIC approach

• Good to have experience around BFSI sector

Key Responsibilities:

• Lead / support improvement initiatives that positively impact Client satisfaction & business profitability

• Lead & mentor a group of Black Belts and Transformation resources

• Be a visionary to identify high impact strategic projects which yield in substantial CNX / Client Gains

• Identifying areas of improvement and facilitating improvement projects which can result in significant improvement in profitability

• Solving business problems through innovative & sustainable solutions 2 © 2022 Concentrix Corporation - Confidential. All Rights Reserved.

• Identifying process gaps & automation opportunities

• Project managing improvement efforts across multiple locations and maintain consistence in effort & implementation

• Interfacing with CONCENTRIX leadership/clients and identifying opportunities for value

• Driving effective Change Management for a stable & consistent delivery – Zero surprise operations

• On-time and accurate reporting of updates to leadership team.

• Imparting LSS trainings, preparing and conducting knowledge sharing sessions.

• Identifying client value add opportunities and working together with the business for presenting the same to the clients.

Desired Skills and expertise:

• Preferred industry: BFSI and E-commerce

• 11+ years of experience & Lean Six Sigma Master Black Belt Certified

• Comprehensive understanding of Business Process Outsourcing services & associated channels

• Exposure to drive complex improvement / transformation projects across multiple accounts/domains

• Experience in assessing client’s strategy, processes and maturity level from a business, operations and technology perspective and make appropriate and compelling recommendations for change

• Demonstrated ability to translate lean six sigma and process improvement tools and methodologies into simple, practical action steps

• Proficiency in project management and statistical analysis systems like MS Project, Minitab etc.

• Self-motivated and ability to work both independently and as part of the team

• Organized person with attention to details, able to work simultaneously on different tasks

• Good interpersonal, facilitation and presentation skills

• Data-centric – quantitative, analytical skills and PC proficiency (Excel)

• Problem Solving Approach – including logical, systems-oriented mindset

• Change Orientation – Ability to embrace to changes quickly

• Expertise in conducting automation process discoveries will be an added advantage