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Service Excellence Lead
2 weeks ago
The role of a Customer Service Transformation Leader is to spearhead a strategic initiative that drives transformation in customer service and contact centers across various financial services brands.
Key Responsibilities:- Develop and execute sales strategies to penetrate the digital marketing business across our Financial Services customers in APAC and drive revenue growth.
- Build relationships with key stakeholders, including CXOs, and work closely with account teams to shape complex deals and drive deal closure.
- Advise clients on developing strategic vision, operating models, and roadmaps for customer service and contact center transformations.
- Work with Capgemini practice and account teams to shape complex deals, assist with deal proposals, and drive deal closure.
You will be responsible for strategizing key engagements and teams that encompass a wide range of activities, including assessments and roadmaps to provide recommendations, and activating new ways of working using agile rhythms and enabling leading digital platforms.
Requirements:- A strong understanding of contact center operations and proven ability in delivering large-scale transformations.
- Demonstrated experience in shaping large contact center transformation deals.
- A strong understanding of the disruptions in this space and how AI is reshaping it.
- Experience in developing new operating models, processes, change, training, and communication plans.
- A strong understanding of contact center strategy and execution to drive efficient and effective operations.
- Understanding of the capabilities across key vendors in the contact center space.
- Experience in product selection for large contact center transformation programs.
- Experience in building and driving go-to-market plans.
