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