Job Description

Line of Service Advisory

Industry/Sector Not Applicable

Specialism Corporate and Business Strategy

Management Level Senior Manager

& Summary JOB OVERVIEW
he Enterprise Strategy & Value practice is looking for a Senior Manager to join our growing Digital Contacts Solutions (DCS) team and work along-with a team of problem-solvers to assist clients with complex business problems, from
strategy through execution.
Our Digital Contacts Solutions (DCS) engagements are targeted at driving enterprise value by re-imagining client\xe2\x80\x99s contact
center operating models, processes, and vendor ecosystem along with the power of next-gen enablers such as omni channel
experience, self service, advanced Analytics, IVR/ NLP etc.
As a Senior Manager in the DCS team (part of broader ESV team), the candidate will be expected to lead a team of consultants
with varying levels of experience, lead and manage projects, work directly with account leaders, partners and interface with client
CXO(s)/ executive stakeholders, and prepare relevant recommendations. They will also be expected to develop strong points of
views and market insights, stay updated on the latest industry trends and determine the impact of those on our clients. They
should be passionate about developing new ideas into meaningful perspectives and mentor and guide the team to develop strong
and valuable content pieces. They will be expected to drive opportunity identification, design & value realization for the client. In
addition to consulting solutions delivery, other key responsibilities will include supporting new business development proposals,
innovation & thought leadership initiatives

Years of Experience: 11 to 14 years

Position Requirements:

\xe2\x97\x8f Work with client engagement teams executing contact center transformation projects and independently lead workstreams to help develop and execute strategies for the client\xe2\x80\x99s value realization

\xe2\x97\x8f Drive Contact Center diagnostics incl. current state assessment, framing and validating hypothesis, opportunity sizing, business case and future state roadmap \xe2\x97\x8f Ideate digital solution design and implementation to refine business case and assumptions, lead transformation management office to execute the CC/CX transformation program

\xe2\x97\x8f Understanding of outsourcing/ vendor strategy including vendor management and contract assessment

\xe2\x97\x8f Steer critical design thinking and analysis on how enterprises can drive value by reconstructing customer experience models and harnessing the power of next-gen technology

\xe2\x97\x8f Understanding of CC/CX enabling technologies like IVR, Chatbot, AI/ ML/ Advanced Analytics to improve efficiency, drive incremental revenue and cost savings; design and implementation PMO experience would be an additional bonus

\xe2\x97\x8f Lead business and practice development efforts (e.g., proposals, thought leadership, case studies, work plans and internal team metric trackers)

\xe2\x97\x8f Coach and motivate team members to support an atmosphere of growth, trust, diverse perspectives, creativity, and innovation.

\xe2\x97\x8f Lead and nurture teams, identify opportunities for growth, be adept at upwards and downward stakeholder management, develop a positive and effective work environment

Skills Preferred:

\xe2\x97\x8f Demonstrate proven industry and management consulting skills while working collaboratively with business stakeholders and project teams to deliver measurable results

\xe2\x97\x8f Experience with short to long term business strategy, opportunity identification, current state diagnostics, business cases, roadmap design, digital-led process, functional and/ or enterprise-level transformation

\xe2\x97\x8f Consulting/ Industry experience in Contact Center/ Customer Experience transformation is preferred

\xe2\x97\x8f Understanding of CC/ CX enabling technologies like IVR, Chatbot, Conversational AI etc. is desirable

\xe2\x97\x8f Appreciation and passion for design-thinking, critical problem solving and a curiosity for understanding the latest in business + technology

\xe2\x97\x8f Ability to marry quantitative and qualitative anal

Professional and Educational Background:

\xe2\x97\x8f MBA or equivalent post-graduate degree from a Tier-1 business school

\xe2\x97\x8f Past experience in management/ strategy consulting domain or CC/ CX transformation experience while working in Industry is preferred

\xe2\x97\x8f Past experience in managing a team / strong stakeholder management experience Additional Information :

\xe2\x97\x8f Travel Requirements: Travel to client locations may be required as per project requirements

\xe2\x97\x8f Line of Service: Advisory \xe2\x97\x8f Horizontal: Enterprise Strategy and Value (Digital Contacts Solutions)

\xe2\x97\x8f Designation: Senior Manager

\xe2\x97\x8f Location: Bangalore/ Hyderabad/ Mumbai, India

Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements Not Specified

Available for Work Visa Sponsorship? No

Government Clearance Required? Yes

Job Posting End Date

PwC