GN - Song - Service - Utilities - Senior Manager

Job Title: Service Transformation + Senior Manager + Strategy & Consulting Global Network Song

Management Level: 06 - Senior Manager

Location: Bengaluru, Gurgaon, Mumbai, Chennai, Hyderabad

Must have skills: Service Transformation, Utilities, Contact Center, GenAI


Good to have skills: Salesforce, Genesys, AWS, NICE

Job
Summary: As a Senior Manager in the Strategy & Consulting Global Network Song practice, you will be responsible for leading strategic consulting engagements focusing on digital transformation, customer experience enhancement, and operational efficiencies within the Utilities industry. Your typical day will involve working with clients to develop and execute strategies to improve business performance, drive revenue growth, and support customer-centric transformation initiatives.

Roles & Responsibilities:

Lead strategic consulting engagements focusing on digital transformation, customer experience enhancement, and operational efficiencies.

Develop and execute strategies to improve client business performance, drive revenue growth, and support customer-centric transformation initiatives.

Assist clients in the Utilities industry with their most pressing service transformation problems by offering consulting and advisory services.

Manage project teams, guiding team members and ensuring project delivery meets quality, timeline, and budgetary expectations.

Create a transformational plan, close the gap between business and technology, perform value architecting using Analytics and GenAI tools, and help clients achieve long-term success by co-creating future-proof, agile, and resilient operating models.

Build and maintain client relationships, both existing and new, by understanding client problems, bringing relevant solutions and offerings to the clients, and influencing improvement objectives.

Provide solutions to complex business problems/opportunities requiring in-depth knowledge of Customer & Consumer dynamics, to optimize business processes and deliver on multi-channel customer service strategy.

Data and Analytics driven approach for identification and realization of value for the clients and help in driving measurable outcomes through digital investments at the right pace and scale.

Help clients become more customer-centric by redesigning their core operations through intelligent automation, AI, and machine learning-based tools.

Actively contribute to thought leadership, staying current on industry trends, regulatory changes, and technological advancements in the energy retail sector.

Design Business Process, lead design thinking workshops, develop business case, and develop new operating model.

Professional & Technical Skills:

Must have skills:Proficiency in Service Transformation, Utilities, Contact Center, GenAI.

Strong understanding of Utility industry processes, performance drivers & industry-leading practices, regulatory and compliance requirements, preferably from North America.

Experience in working as an advisory lead in designing next-gen service transformation solutions on technologies like Genesys, NICE, Salesforce, Data automation, and AI.

Ability to develop long-standing relationships with senior client stakeholders.

Experienced in managing large global teams, multi-stakeholder environments, and complex digital projects engagements in a global network.

Deep knowledge of digital transformation and customer experience strategies, with a track record of implementing successful change initiatives.

Additional Information:

The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions using Service Transformation, Utilities, Contact Center, and GenAI.

This position is based at our Bengaluru, Gurgaon, Mumbai, Chennai, or Hyderabad office.

Qualifications

Experience: Minimum 8 years of experience is required


Educational Qualification: B.Tech/BE (Accurate educational details should capture)