Job Description
Latinum HR Solutions
Transformation Director
Latinum HR Solutions • Bengaluru, Karnataka • via LinkedIn
1+ hours ago
Full–time
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Job description
Position: Transformation Lead – Customer Experience Management (CEM)
Location: Mumbai/Gurgaon/Kolkata/Bangalore
Experience: 10–15 Years (minimum 8–+ years in Contact Center Operations and Customer Lifecycle Management)
Qualification: Post-Graduate (MBA or equivalent preferred)
About the Role
Latinum is seeking a dynamic and experienced Transformation Lead – Customer Experience Management to spearhead digital transformation initiatives across customer touchpoints. The ideal candidate will bring deep domain expertise in contact center operations and customer lifecycle management, with a proven track record of crafting and executing transformation strategies that enhance customer experience and drive operational efficiency.
Key Responsibilities
• Engage with clients to understand their digital transformation needs and offer customized, high-impact solutions.
• Design compelling transformation strategies tailored to specific industry verticals including Retail, Telecom, Healthcare, and ENU.
• Prepare and respond to RFPs/RFIs/RFQs and develop proactive proposals with robust transformation solutions.
• Develop and manage digital CX offerings across domains and lead solution pitches to internal and external stakeholders.
• Own the end-to-end solution lifecycle including commercials, client presentations, solution defense, and value articulation.
• Conduct transformation assessments at client locations (on a need basis, across India/globally) and deliver detailed assessment reports.
• Create impactful content such as white papers, point-of-view documents, case studies, and capability decks.
• Perform data-driven analytics on operational data to identify opportunities for financially viable transformation initiatives.
Required Skills & Expertise
• Exceptional communication skills – both written and verbal – with the ability to present ideas clearly and persuasively.
• Hands-on experience with leading contact center technologies including IVR, Chatbots, GenAI, CCaaS, Augmented Reality, CRM platforms, etc.
• Strong analytical capabilities; proficient in Excel and familiar with advanced analytics tools (preferred).
• Expert-level proficiency in Microsoft PowerPoint and MS Office Suite for impactful presentation development.
Key Attributes & Expectations
• Strong inclination toward continuous learning, especially in the CX technology landscape.
• Ability to deliver under pressure and meet tight deadlines with minimal supervision.
• Willingness to travel at short notice and adapt to evolving client needs.
• Comfortable with ambiguity, high accountability, and independently managing complex deal pursuits.
• Flexible to work extended hours as required, especially during high-stakes submissions.
Transformation Director
Latinum HR Solutions • Bengaluru, Karnataka • via LinkedIn
1+ hours ago
Full–time
Apply on LinkedIn
Apply on Upskillist Careers
Apply directly on Jobs.weekday.works
Apply on Jobs Trabajo.org
Job description
Position: Transformation Lead – Customer Experience Management (CEM)
Location: Mumbai/Gurgaon/Kolkata/Bangalore
Experience: 10–15 Years (minimum 8–+ years in Contact Center Operations and Customer Lifecycle Management)
Qualification: Post-Graduate (MBA or equivalent preferred)
About the Role
Latinum is seeking a dynamic and experienced Transformation Lead – Customer Experience Management to spearhead digital transformation initiatives across customer touchpoints. The ideal candidate will bring deep domain expertise in contact center operations and customer lifecycle management, with a proven track record of crafting and executing transformation strategies that enhance customer experience and drive operational efficiency.
Key Responsibilities
• Engage with clients to understand their digital transformation needs and offer customized, high-impact solutions.
• Design compelling transformation strategies tailored to specific industry verticals including Retail, Telecom, Healthcare, and ENU.
• Prepare and respond to RFPs/RFIs/RFQs and develop proactive proposals with robust transformation solutions.
• Develop and manage digital CX offerings across domains and lead solution pitches to internal and external stakeholders.
• Own the end-to-end solution lifecycle including commercials, client presentations, solution defense, and value articulation.
• Conduct transformation assessments at client locations (on a need basis, across India/globally) and deliver detailed assessment reports.
• Create impactful content such as white papers, point-of-view documents, case studies, and capability decks.
• Perform data-driven analytics on operational data to identify opportunities for financially viable transformation initiatives.
Required Skills & Expertise
• Exceptional communication skills – both written and verbal – with the ability to present ideas clearly and persuasively.
• Hands-on experience with leading contact center technologies including IVR, Chatbots, GenAI, CCaaS, Augmented Reality, CRM platforms, etc.
• Strong analytical capabilities; proficient in Excel and familiar with advanced analytics tools (preferred).
• Expert-level proficiency in Microsoft PowerPoint and MS Office Suite for impactful presentation development.
Key Attributes & Expectations
• Strong inclination toward continuous learning, especially in the CX technology landscape.
• Ability to deliver under pressure and meet tight deadlines with minimal supervision.
• Willingness to travel at short notice and adapt to evolving client needs.
• Comfortable with ambiguity, high accountability, and independently managing complex deal pursuits.
• Flexible to work extended hours as required, especially during high-stakes submissions.
💡 Quick Summary
Seeking a career-building opportunity? The Transformation Director position is now open for candidates interested in the Human Resource (HR) Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Human Resource (HR) Jobs is a plus.