GN - Song - Service - Utilities - Senior Manager

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

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.

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