Associate Manager - Business Transformation in Telecom Customer Operations

Business Transformation Assoc Manager

Skill required: NA - Business Transformation
Designation: Business Transformation Assoc Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. As an Associate Manager, you will lead execution of transformation initiatives across telecom customer operations, including contact centers, digital care, service assurance, billing support, and back-office operations. You will be responsible for translating transformation intent into execution—driving process redesign, productivity improvement, automation enablement, and operational performance improvement while partnering closely with delivery, technology, and analytics teams. This role blends hands-on transformation delivery with team leadership and stakeholder management in a high-scale telecom environment. Own execution excellence and deliver quantified outcomes for defined customer ops transformation scopes.
What are we looking for? • 7–12 years of experience in Telecom Customer Operations, Operations Transformation, or Business Excellence • Strong exposure to Contact Center / Customer Care operations • Proven track record delivering measurable operational and CX improvements • Process mapping, value stream mapping, root cause analysis • Automation (RPA, workflow tools) • Analytics & reporting (Excel, dashboards, KPI frameworks) • AI / GenAI use cases in operations • Strong problem-solving and structured thinking skills • Strong execution rigor and stakeholder communication • AI Certifications • Graduate or Post-Graduate in Engineering, Management, or related field • Lean / Six Sigma / Business Excellence methodologies (certification) • Clear, confident communication with business and operations stakeholders • Ability to work independently and manage multiple workstreams • Structured storytelling and executive-ready presentation skills • High ownership, adaptability, and continuous learning mindset
Roles and Responsibilities: • Lead transformation initiatives across Customer Care, Technical Support, Provisioning, Billing, Complaints, and Omni-channel CX • Diagnose operational pain points impacting AHT, FCR, CSAT, NPS, cost-to-serve, and digital adoption • Design and implement process improvements, policy simplification, and operating model changes • Support rollout of future-state customer journeys across voice and digital channels • Identify and drive automation and AI-led use cases (RPA, GenAI copilots, self-service, knowledge automation) • Partner with Technology & Data teams to implement analytics-driven performance management • Track and report hard benefits (FTE, cost, AHT reduction) and soft benefits (CX uplift, deflection, quality) • Manage day-to-day delivery of transformation workstreams • Act as primary interface with delivery leadership, quality, WFM, training, IT, and product teams • Prepare and present operational insights, dashboards, and transformation updates to senior stakeholders • Proactively manage execution risks, dependencies, and adoption challenges • Lead and mentor Specialists and Senior Analysts • Drive structured change management, SOP updates, and adoption tracking • Build repeatable transformation assets, playbooks, and standard frameworks