I&P GN - Song – Service- Manager - Process Excellence-PE
Job Title – Service Operating Model & Process Design – Manager – I&P GN
Management Level : 07 - 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
Job Summary:
As a Service Operating Model & Process Design Manager, you will lead end-to-end process and service transformation programs, from assessing market, customer, and technology shifts through defining future-state process and service strategies and enabling adoption. You will combine process re-engineering and Lean Six Sigma rigor with customer experience design to diagnose service friction, quantify its impact, and design practical future-state processes, operating models, technology enablement, and AI integration. You will lead teams and engage senior client stakeholders to deliver measurable business and customer outcomes.
Roles & Responsibilities:
- Embed AI into future-state client design and team ways of working by using appropriate AI tools and strategically creating agents to support deliverable development.
- Lead future-state process specification, AI integration design, operating model changes, and adoption planning for clients.
- Lead large-scale process re-engineering and service transformation programs from conception through implementation, with ownership of scope, approach, timelines, resourcing, and outcomes.
- Conduct in-depth analysis of existing business processes to identify inefficiencies, bottlenecks, and improvement opportunities.
- Drive the application of Lean Six Sigma methodologies, including DMAIC and DMADV, and establish KPIs that measure process effectiveness and customer impact.
- Design future-state customer service models covering channel strategy, self-service and containment, omnichannel orchestration, governance, and ways of working.
- Run client discovery workshops and stakeholder interviews; present and defend recommendations to senior client leadership; manage day-to-day client relationships and issue resolution.
- Drive benchmarking analysis and change-impact assessments grounded in an understanding of the client industry.
- Connect the operating model to future-state processes to create practical and credible transformation approaches.
- Maintain working knowledge of the customer service technology landscape, including CCaaS, CRM, case management, AI, and automation, and advise clients on how technology choices shape process and service design.
- Contribute to business development by qualifying opportunities and co-authoring proposals.
- Coach junior practitioners on process redesign, journey design, domain-specific trend assessment, and operating model design.
Professional & Technical Skills:
Basic Qualification:
- Demonstrated ability to lead client discovery workshops and present recommendations to senior leadership.
- Extensive experience in process transformation, including senior-level process modelling and re-engineering responsibilities; relevant certification such as Six Sigma Black Belt is preferred.
- Deep knowledge of Lean Six Sigma principles and methodologies, with a track record of implementation.
- Experience using AI-assisted tools for benchmarking, analytics, or workshop facilitation.
- Experience designing future-state processes with AI integration points, operating model changes, and adoption approaches.
- Strong problem-solving and data-driven decision-making skills, with experience in process mining and analytics tools such as Celonis or Power Automate.
- Exceptional leadership, communication, and interpersonal skills, with the ability to influence and drive change across organizational levels.
Preferred Qualification:
- Working knowledge of CCaaS and CRM platforms such as Genesys, Amazon Connect, and Salesforce Service Cloud, and how they enable service process design.
- Experience designing service operating models, governance structures, or organization structures for customer-facing functions.
- Strong executive communication skills and the ability to present complex process and technology design decisions in business terms.
- Experience contributing to business development, proposals, or RFP responses.
- Experience in management consulting firms.
- Lean Six Sigma certification, with 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.
Experience: Minimum 7 year(s) of experience is required
Educational Qualification: MBA or equivalent postgraduate degree from a Tier 1 institute
Gurugram
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.