The ICO Practice within Capgemini is a specialist practice which helps clients to transform their customer service operation functions to meet the changing demands of the business. This includes transforming Customer service delivery and address the people implications of strategic change initiatives, build organisational capability and talent and transform their customer service function to meet the changing demands of the business.

As one of the biggest consulting, technology and outsourcing companies globally, we are looking to further grow our ICO capability to meet current needs and provide innovative solutions to our growing client base that have significant challenges across the people agenda.

Job Description:

The SMART Office lead is the SME in the Customer Interaction space with shared services/outsourcing experience, who are business consultants who specialize in

1. Integrating WFM framework aligned with Delivery requirements, along with execution capabilities

2. Designing QMS for large delivery engagements

3. Establishing detailed Training Framework for talent development

4. Deploying intelligent data analytics for business reporting.

Role Requirements:

• Determine Customer Interactions operations strategies from a Delivery perspective by conducting needs assessments

• Manage End to end responsibility for effective execution of WFM practices and solutions

• Work with Solutions team and propose the best resourcing solutions suited as per the client’s requirements

• Work with Presales / Solutions Design team and partner with clients in developing and delivering Customer interactions solutions that will enable smooth functioning of operations

• Lead the Customer interactions operations engagement along with the Engagement Director across geographies

• Should have delivered and managed Customer service operation and Transformation for Global clients and should have experience in handling global clients

• Working with Solution teams to develop and deliver solutions

• Provide guidance/working with the team in terms of responding to RFI/RFP

• Drive transformation initiatives with the operations

• Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace

• Should have good understanding of the latest technology trends in the market and should have worked on the same

• Should have independently conducted workshop with the clients

• Should have experience in creating and delivering packs to the clients as part of the client interaction

Functional skills:

We are looking for high caliber individuals with strong cross sector experience who can operate at senior levels (15 years of experience). You need to have the following skills:

• Have worked in large Customer interactions organisations

• Cross sectoral experience including Manufacturing, Utilities, Financial services and Media and Entertainment companies

• Must have experience in one or more of the following: AWS, GENESIS

• Designing and delivering Customer Interactions operating models including the role of Shared Services/Outsourcing.

Additional skills:

• Strong leadership skills to lead a team

• Demonstrable track record in Customer service operations

• Excellent communication skills

• Strong interpersonal skills with high levels of enthusiasm and a good team player

• Drive and commitment to own and deliver outstanding work

• Experience of running projects

• Evidence of thought leadership and innovative thinking

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

· Flexible work

· Healthcare including dental, vision, mental health, and well-being programs

· Financial well-being programs such as 401(k) and Employee Share Ownership Plan

· Paid time off and paid holidays

· Paid parental leave

· Family building benefits like adoption assistance, surrogacy, and cryopreservation

· Social well-being benefits like subsidized back-up child/elder care and tutoring

· Mentoring, coaching and learning programs

· Employee Resource Groups

· Disaster Relief

About Capgemini:

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get the future you want | www.capgemini.com

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Job: Sales

Organization: BSv

Title: Smart Office Lead - Director

Location: GA-Atlanta

Requisition ID: 075634

Other Locations: US-New Jersey, US-Florida, US-TX-Austin, US-NY-New York, US-Georgia, US-TX-Dallas