Infosys BPM - Consultant/Senior Consultant - Customer Services Transformation Domain (5-12 yrs)

Responsibilities :

In this role, you will primarily be responsible for enhancing customer experience in contact centre and service desk operation run by Infosys BPM.

1. 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.

2. 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.

3. You will actively communicate with client and internal stakeholders, provide status updates on transformation programs, and ensure coordination across all stakeholders.

4. Identify and define Digital offerings that can be taken to CS/Service Desk clients

5. Present Infosys view- points in leading industry forums

6. Understand specific market dynamics and customize the strategy for the service line

7. Drive pursuits starting from understanding clients' requirement to working with the internal team to craft winning solutions

8. Identify/recruit consultants while mentoring and guiding their career development

9. Drive and lead specific white papers/point of view in order to improve the impact in market place

What are we looking for :

10. Has a Degree in Engineering (preferred)/Any Bachelors Degree and/or MBA with minimum defined grades and a minimum experience of 7 years with at least 4-5 years in a Customer service consulting environment

11. Industry specific expertise in Customer Service Domain - and Digital Transformation Good understanding of Shared Services set up, RPA, Digital Transformation

Knowledge in the areas of (not limited to):

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