Global S&C GN Song - Gen AI Agentic Innovation Manager
Job Summary:
The Strategy & Consulting Global Network Song (S&C GN Song) practice works with clients across their marketing, sales and services and customer engagement functions. Our services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, enhancing revenue, improving customer satisfaction, and impacting front end business metrics in a positive manner.
We are seeking a forward-thinking and technically astute Manager to drive business growth and deliver GenAI-powered service reinvention through Agentic AI solutions. This role is ideal for a strategic problem-solver with deep expertise in service experience design, modular AI agent design, and digital contact center processes. As a trusted advisor to senior stakeholders, you will lead the creation and deployment of intelligent, agentic capabilities across the service value chain.
You will play a pivotal role in identifying automation opportunities, designing integrated agentic solutions using the latest LLMs and AI workflows and aligning them with clients’ platform ecosystems. You will also lead consultative solutioning, value case development, architect next gen of intelligent, insight led and AI powered digital solutions- influencing stakeholders across business , data and technology.
Roles & Responsibilities:
Bring a thought leadership lens to emerging technologies—translating GenAI trends, agentic workflows, and ecosystem capabilities into real-world, client-ready solutions.
Lead the development of transformation strategies by integrating Gen AI and agentic solutions into client service landscape.
Lead strategic assessments of current service capabilities and define GenAI-led reinvention roadmaps, new ways of working (next gen operating models), future-fit capabilities and process designs.
Envisioning and engaging in client conversations on leveraging LLMs and their agentic capabilities to drive existing business relationships and build new opportunities.
Collaborate closely with solution architects, Data & AI teams, and platform SMEs to design and implement comprehensive, scalable solutions.
Guide clients through the design and implementation of future-fit value led service blueprints, enabling them to leverage cutting-edge technology and AI.
Drive consultative selling and engagement with clients, identifying opportunities to bring platform Gen AI solutions to solve their service challenges.
Establish business value cases lining Gen AI driven digital innovation to KPIs such as productivity, revenue, CSAT etc.
Champion the use of insights and intelligence to develop and solution Gen AI use cases and story telling strategy.
Build strong client relationships, influencing decision-making and guiding clients through digital transformation in service.
Professional & Technical Skills:
MBA from a Tier 1 institute with a focus in Customer Service, Strategy, or Technology
13-20 years of experience with at least 4 years in Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In depth knowledge and know-how of Customer Service Strategy implementation
Hands on experience with Agentic solutioning and conceptual architecture design, LLMs and GEN AI frameworks (Claude, Open AI, Anthropic, Llama, Vertex etc.)
Proven experience in creating and executing GenAI-led service transformation strategies, with a focus on leveraging platform Gen AI capabilities.
In-depth knowledge of platform technology stack, including agentic AI solutions, to drive future-ready marketing organization strategies.
Manage C Suite and identify and drive new business in Generative AI engagements.
Strong background in consulting and developing client-centric solutions, combining the best of technology, AI, and data to address complex business challenges across customer experience and agent enablement
Demonstrated expertise in cross-functional collaboration, working closely with technical teams (solution architects, Data & AI) and business teams to drive successful outcomes.
Experience in consultative selling, working directly with clients to design, propose, and deliver transformation roadmaps that leverage AI technologies.
Solid understanding of change management methodologies, including the ability to lead clients through upskilling, transformation, and technology adoption.
Analytical mindset and problem-solving skills, with the ability to identify opportunities for AI-powered optimization in service processes.
Experience in working with clients across multiple industries like Telco, S&P, Resources, Retail, Finance, Lifesciences, etc.
Kuala Lumpur
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