GN - Song - Service - CMT - Senior Manager

Job Title: Industry SME – Communication, Media and Telecom / Senior Manager S&C GN SONG
Management Level: 06 – Senior Manager
Location: Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai
Must have skills: Customer Service Strategy and Transformation, Technology, and Innovation
Good to have skills: Industry Trends and Disruptions, Digital Literacy, Value Architecting, Product Knowledge, Business Analyst, Digital Transformation, Business Case Creation for Contact Center Transformation

Job Summary:
As an Industry SME – Communication, Media and Telecom / Senior Manager S&C GN SONG, you will be responsible for leading consulting engagements, developing innovative solutions, and driving business growth for our clients in the areas of customer service, leveraging Data, AI, and cutting-edge technologies. You will collaborate closely with clients to understand their challenges, design and implement strategic solutions, and deliver measurable results. You will lead projects that help clients unlock the potential of advanced technologies while improving efficiency, personalizing customer interactions, and driving sustainable growth. If this role resonates with you, we invite you to discover exciting global opportunities available within Accenture Strategy & Consulting’s Customer, Sales & Service practice.

Roles & Responsibilities:

• Provide strategic counsel to clients on a range of topics, including growth strategy, digital transformation, market entry, competitive analysis, and operational improvement.
• Lead and manage complex transformation projects, from strategy development to implementation. Lead digital transformation initiatives for CMT customer service operations, leveraging AI, machine learning, and automation.
• Leverage data analytics and market research to identify key trends, assess market opportunities, and develop data-driven recommendations for clients.
• Identify and evaluate new business opportunities, develop innovative solutions, and drive revenue growth for clients. This includes exploring new technologies, business models, and partnerships.
• Advise clients on how to leverage technology, including Data, AI, cloud computing, and automation, to achieve their strategic objectives.
• Build and maintain strong relationships with client stakeholders, acting as a trusted advisor and thought leader. Proactively identify client needs and develop new business opportunities.
• Lead and contribute to pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, Business Case development etc.
• Collaborate effectively with other departments, such as product development, marketing, and IT, to ensure alignment and seamless integration of customer service initiatives.
• Mentor and coach junior team members, fostering a collaborative and high-performing team environment. Provide guidance and support for their professional development.
• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions etc.
• Ability to take new challenges and to be an enthusiastic learner.

Professional & Technical Skills:

• MBA from a tier 1 or tier 2 institute.
• 10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Experience in working for a Communication, Media and Telecom Company in Service Transformation role / Deep understanding of the CMT industry landscape, including key players, trends, and challenges.
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs.
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.
• Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be an added value.
• Experience leading the design and implementation of contact center applications, from concept to deployment, is highly desirable.

Additional Information:

• An opportunity to work on transformative projects with key G2000 clients.Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• This position is based at our Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai office.

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