Job Title – Service Operating Model & Process Design – Senior Manager – I&P GN

Management Level: 06 – Senior Manager

Location: Bangalore/ Gurgaon/ Mumbai/ Pune/ Hyderabad/ Chennai 

Must have skills: Process Excellence, Process Re-engineering, Customer Service Transformation, Lean Six Sigma

Good to have skills: Customer Experience Design, AI-enabled Process Design, Process Mining, CCaaS, CRM, Operating Model Design

Experience: Minimum 12 years(s) of experience is required

Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute 

Job Summary:

As a Service Operating Model & Process Design Senior Manager, you define how process transformation work gets done for your clients, setting the methodology, governing quality, and ensuring every engagement reflects deep domain expertise and the right delivery standards. You are responsible for helping clients reimagine how work gets done across customer-facing and operational processes, bringing together process excellence, customer experience, AI, and service operations to drive lasting business value. You've embedded AI thinking into the team's methodology, proactively identifying where AI can be applied meaningfully within your domain. You coach the team on how to incorporate AI initiatives into future-state processes in the right way, ensuring they enhance operational performance while delivering a better customer experience.

Roles & Responsibilities:

Embed AI into future state design for clients as well as in ways of working for your team using the appropriate AI tools and creating agents strategically to aid in deliverable creation.

Define the process redesign standard for your clients— the method the team uses to assess as-is processes, redesign future-state processes, integrate AI, and design operating model changes — and govern its application across all engagements in your area.
Determine the client facilitation approach: discovery workshop methodology, recommendation presentation standards, and approval governance.
Serve as the executive governance point of contact across programmes by managing risks, escalations, and stakeholder alignment at the most senior client levels, ensuring delivery confidence and programme integrity throughout.
Connect with technology and delivery partners to make sure process design and platform work fit together on joint deliverables.
Provide direction on Service transformation programs by shaping technology strategy within process designs, evaluating platform fit, and ensuring alignment between architecture decisions and business outcomes.
Build and grow senior client relationships by identifying account expansion and follow-on engagement opportunities and generating new pipeline for process excellence work. Expanding the practice's presence across industries and geographies to establish it as a long-term strategic partner in customer service transformation.
Lead and grow the practice by mentoring Senior Managers, Managers, Consultants, and Analysts, shaping capability development across the team, and contributing to hiring and talent strategy.
Lead practice and thought leadership by developing points of view, industry insights, go-to-market offerings, accelerators, frameworks, and reusable assets that strengthen the practice's market positioning and differentiation.

Professional & Technical Skills:

Basic Qualification:

Minimum 12–18 years of experience in process excellence, process redesign, or management consulting

Deep industry (any) or customer service function expertise, with the ability to apply it to process transformation
Demonstrated ability to define and govern team methodology across a portfolio of client engagements
Experience managing and developing team members in a consulting environment
Proven business development experience including RFP ownership, deal shaping, and relationship-led growth interpersonal skills, with the ability to influence and drive change across organizational levels.

Preferred Qualification:

Familiarity with CCaaS, CRM platforms and AI-enabled service technology, sufficient to provide strategic direction on technology decisions

Demonstrated track record of leading large, complex consulting engagements end-to-end, with full accountability for delivery, quality, and client satisfaction
Experience managing and developing multi-level teams in a fast-paced consulting environment
Strong executive communication and facilitation skills
Lean Six Sigma certification - Good to have (Black Belt preferred)

Additional Information:

The ideal candidate combines process re-engineering expertise, customer-centric service design, AI-enabled transformation, and senior client leadership. 
The role requires the ability to design at the intersection of people, AI agents, and process while aligning outcomes for the business, customers, and employees.

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I&P GN - Song Service- Senior Manager - Process Excellence-PE