Digital Transformation Executive at SURGO HR & TRAINING

Job Purpose:

• The Digital Transformation Manager leverages the core power of domain expertise as the fulcrum and infuse it with levers that include Artificial Intelligence, Dynamic Analytics, Automation and Robotics, and Next Gen Solutions to drive digital transformation by reimagining customer journeys and enabling agile and intelligent operations to improve revenue growth and profitability of our clients.

Essential Functions:

• Responsible for Diagnostic to Solution Proposal creation for Digital projects
• Generate ideas for building ‘game-changing’ capabilities by scanning the market/competition and internal operations
• Consultative mindset, with approach to think of a business challenge creatively and with a future digital solution mindset
• Build relationships with key business leaders and sponsors other stakeholders to drive uptake of innovation projects, define project vision, scope, requirements, and deliverables
• Successfully collaborate with core and extended teams across the enterprise for deployment of Digital Solutions by internal and client showcasing and articulating the business case and value proposition
• Create best in class products by integrating firm’s product footprint and investments – automation, process simulation, re-engineering, domain expertise, analytics etc
• Responsible for maintaining the Governance and reporting on projects to Business units, Leadership, clients
• Maintain awareness of new and emerging operating practices, technologies such as robotic automation, machine learning, mobility, artificial intelligence and dynamic analytics and the potential application on operations
• Managing client visits for prospects, existing clients with respect to transformation presentations
• Providing transformation solutions and roadmaps for new deals / pursuits
• Contribution of creation of showcase content, though leadership white papers, collaterals
• Updates job knowledge by studying state-of-the-art tools, technologies, reading professional publications; maintaining personal networks; participating in professional organisations

Primary Internal Interactions:

• Business and Account Leadership
• Advanced Automation & Robotics
• Analytics
• Products and Platforms
• Quality & Process Excellence
• Operations SME’s & Supervisors
• RFX and deal team
• Client Management team
• Other enabling functions on need basis

Primary External Interactions:

• Existing and Prospect clients

Technical Skills:

• Strong Insurance domain preferable though not mandatory
• Functional Domain experience in Contact center
• Experience with Process Diagnostics and Solutions development
• Good understanding of Digital Solutions: Analytics, Robotics, Process Improvement/Elimination/Lean Six Sigma background and project management
• Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
• Proficient with MS-VISIO for flowcharting/process mapping software
• Experience of packaging and showcasing capabilities and solutions

Education / Professional Requirements:

• Preferred qualifications: Graduate with experience in digital transformation
• Experience with Lean Six Sigma is highly preferred

Work Experience and Additional Requirements:

• 10+ years of overall experience including 7+ years of project management experience with demonstrated success and financial results with similar experience
• Proven ability to drive a solution from start to finish (project management certifications are a plus)
• Experience with Generative AI
• Dealt with Azure projects and lean six sigma projects
• Experience with webchat and voice processes
• Experience in Insurance/BFSI domain will be given strong preference
• Experience of packaging and showcasing capabilities and solutions
• Willing to work in 24/7 environment
• Ability to travel as required domestically and / or internationally
• BPO Contact Centre exposure would be an advantage