Skill required: NA - Business Transformation

Designation: Business Transformation Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 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. Accenture's Business Transformation team is the driver of Digital & Process transformation with a focus on technology and domain led innovative solutions to drive significant business outcomes for our clients. The focus is to power the Intelligent Operations journey by combining data, technology, people, and intelligence to enable decision-making, drive agility and unlock business outcomes at speed and scale. You will act as the Transformation specialist aligned to our customer operations offering with a heave focus on back-office operations aligning to Communications, Media & Tech Industry. The individual will be working closely with Operations Teams on the ground, Accenture Technology, Client Teams and other cross functional teams to deliver measurable business outcomes. We are looking for individuals with strong understanding of customer operations with good experience in Back Office Operations in Communications, Media & Technology (CMT) industry including Workforce planning and scheduling; Dispatch and technician management (Field Operations); Service delivery and customer interaction lifecycle.

What are we looking for

Proven experience in delivering mid/large-scale transformation programs
Expertise in Value Stream Mapping, Customer Journey Mapping, Operating Model Design
Strong problem-solving and analytical mindset with an end-to-end perspective
Exposure to: Field Service Management (FSM) tools (Oracle, Salesforce, M365 Dynamics etc), AI/Analytics platforms, Workflow automation tools
Well versed with Industry proven technologies & leading tools, automation, AI, and Analytics plus have a proven track record of implementing digital solutions
Ability to co-ordinate with cross-functional teams in global delivery environments
Strong executive communication and stakeholder management skills
Experience in handling ambiguous situations and driving outcomes
Self-driven, high-energy individual with ability to operate with limited inputs
Comfortable working in unstructured environments
Strong analytical, structured thinking, and problem-solving skills
Ability to adapt to change and drive transformation mindset
Exposure to Lean Six Sigma methodologies Roles and Responsibilities:
Drive end-to-end transformation programs across customer operations for Accenture & Client retained processes
Define and execute transformation roadmaps aligned to client business objectives
Identify and work with relevant teams to implement next-generation technologies (Gen AI/Agentic) and automation solutions to enhance operating model effectiveness
Conduct Value Stream Mapping and Process Diagnostics across Customer Lifecycle
Recommend and implement process simplification, standardization, and automation opportunities
Improve key operational KPIs like First-pass yield, Job cycle time, Schedule adherence, Engineer utilization etc
Drive adoption of Field Service Management (FSM) platforms, AI-driven scheduling, and automation tools
Identify use cases for Predictive analytics and job prioritization; Real-time exception handling and Digital enablement/adoption/Upstream changes in Field
Partner with technology teams to design and deploy digital solutions
Engage with senior client stakeholders (CXO-2) to present transformation roadmap, Lead solution discussions, Drive decision-making
Manage cross-functional collaboration across different teams handling processes across customer lifecycle
Define and track Balanced Scorecard metrics and performance KPIs
Establish governance frameworks to ensure value realization and continuous improvement
Drive reduction in process variability, defects, and operational inefficiencies
Evaluate replication opportunities for solution being developed on Automation & Process improvements
Lead periodic transformation governance reviews with client leadership
Drive change management initiatives across field operations and stakeholders
Build transformation mindset across teams and embed best practices from industry frameworks
Support adoption of new tools, processes, and operating models