BPO Consultant Senior Manager - Digital Transformation for Voice and Chat LOB

BPO Consultant Senior Manager - Digital Transformation for Voice and Chat LOB

Full time

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Resource will be part of Digital Transformation Services Team

Duties and responsibilities

• You will work with the client and the operations team to create a transformation road map which cuts across all transformation levers including process transformation, lean-six sigma, analytics, deployment of chatbots/customer/ vendor portals and other platforms. 
• You will project manage transformation initiatives which have been identified as a part of the transformation road map and ensure timely delivery with targeted business outcomes. 
• You will actively communicate with client and internal stakeholders, provide status updates on transformation programs, and ensure coordination across all stakeholders. 
• Identify and define Digital offerings that can be taken to CS/Service Desk clients
• Present Infosys view‐points in leading industry forums
• Understand specific market dynamics and customize the strategy for the service line
• Drive pursuits starting from understanding clients’ requirement to working with the internal team to craft winning solutions
• Identify/recruit consultants while mentoring and guiding their career development
• Drive and lead specific white papers/point of view in order to improve the impact in market place

Projects involve the following:

• Main focus is Voice/chat solution implementation – Projects within a Voice BPO setting
• AI/ML implementation in Customer Service BPO processes
• RPA
• Transformation via six sigma

Qualifications

• Education : Degree in Engineering (preferred)/Any Bachelors Degree
• Hands on experience as a Digital Transformation Manager (5-7 years) 
• Minimum experience of 7 years with at least few years in a Customer service consulting environment
• Industry specific expertise in Customer Service Domain – and Digital Transformation Good understanding of Shared Services set up, RPA, Digital Transformation
• Knowledge in areas below:
  • Account Management, Project and Program Management, Technology appreciation, Problem Solving/Consulting frameworks, Process knowledge, Industry Domain expertise, Risk and Compliance, Offering Development, Project and Program Management at Global scale
  • Experience with design, proposal, and implementation of digital transformation projects.
• Amenable to work onsite in BGC Taguig
• HMO for Employee and 2 Free Dependents (On Day 1)
• Quarterly performance bonus

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Digital Transformation Manager?

How many years' experience do you have in the BPO industry?

Infosys BPM Philippines, one of the delivery centers of Infosys BPM, began operations in the Philippines in 2007 and has grown to become a next-generation business process management company providing end-to-end outsourcing services for our clients across the globe. The company employs over 3,800 #KaInfoscion in the country and operates in four business sites located across Muntinlupa, Taguig, and Clark, Pampanga.

Our portfolio of services includes Legal Process Management; Human Resource Operations; Technology; Sourcing and Procurement; Sales and Fulfillment; Finance and Accounting; Service Desk; and Customer Service, across industries like CPG and logistics; healthcare and insurance; financial services; retail and life sciences; manufacturing; utilities; energy; and communication services.

We are proud of our Centers of Excellence in Finance and Accounting; Customer Service; and Service Desk. Being one of the high-performing delivery centers of Infosys BPM, we continue to be the destination of choice for voice-based, front-office, and back-office operations. With the implementation of transformational projects, you’ll be hard-pressed to find an organization as passionate and dedicated as Infosys BPM Philippines.

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth, or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

Infosys BPM Philippines, one of the delivery centers of Infosys BPM, began operations in the Philippines in 2007 and has grown to become a next-generation business process management company providing end-to-end outsourcing services for our clients across the globe. The company employs over 3,800 #KaInfoscion in the country and operates in four business sites located across Muntinlupa, Taguig, and Clark, Pampanga.

Our portfolio of services includes Legal Process Management; Human Resource Operations; Technology; Sourcing and Procurement; Sales and Fulfillment; Finance and Accounting; Service Desk; and Customer Service, across industries like CPG and logistics; healthcare and insurance; financial services; retail and life sciences; manufacturing; utilities; energy; and communication services.

We are proud of our Centers of Excellence in Finance and Accounting; Customer Service; and Service Desk. Being one of the high-performing delivery centers of Infosys BPM, we continue to be the destination of choice for voice-based, front-office, and back-office operations. With the implementation of transformational projects, you’ll be hard-pressed to find an organization as passionate and dedicated as Infosys BPM Philippines.

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth, or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

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