Management Consultant - Director & Manager Level

Management Consultant - Director & Manager Level
Contact Centre of the Future

Location:Sydney or Melb

Company Overview:

We are partnering with a leading global consulting firm renowned for driving innovation and transformation across industries. They are committed to redefining customer experiences and operational efficiency. As they embark on building the Contact Centre of the Future for their clients, we seek a visionary and experienced Management Consultant at the Director level to join their team and lead this transformative journey.

We welcome applicants from Tier 1 or Tier 2 consultancies, as well as SMEs with a proven track record of leading large-scale contact centre transformations.

Role Overview:

As a Management Consultant at the Director level, you will spearhead initiatives to design and implement cutting-edge contact centre solutions. You will work closely with senior leadership and clients across various industries to reimagine customer interactions, leverage advanced technologies, and drive strategic growth. This role requires a blend of strategic thinking, technical expertise, and exceptional leadership skills.

Key Responsibilities:

• Strategic Leadership: Develop and execute a comprehensive strategy for transforming contact centres into future-ready hubs of customer engagement and operational excellence.
• Client Engagement: Lead high-impact consulting engagements with clients in banking, airlines, telecommunications, and other sectors to assess current capabilities, identify opportunities, and deliver innovative solutions.
• Innovation and Technology: Drive the adoption of advanced technologies such as AI, machine learning, omnichannel platforms, and cloud solutions to enhance customer experiences and operational efficiency.
• Customer Experience Design: Redesign customer journeys and touchpoints, ensuring a seamless and cohesive experience across all channels, including voice, chat, email, and social media.
• Change Management: Lead organizational change initiatives, ensuring smooth transitions and adoption of new processes, tools, and technologies. Provide guidance and support to client teams.
• Operational Excellence: Implement best practices for workflow automation, knowledge management, and workforce optimization to maximize efficiency and effectiveness.
• Thought Leadership: Stay abreast of industry trends and emerging technologies. Share insights and thought leadership through whitepapers, presentations, and industry forums.
• Team Development: Mentor and develop junior consultants, fostering a culture of continuous learning and professional growth within the team.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, ensuring alignment and collaboration across all levels of the organization.

Qualifications:

• Experience: Minimum of 10 years of experience in management consulting, with a focus on customer experience, contact centre operations, or digital transformation.
• Leadership: Proven track record of leading large-scale transformation projects and managing cross-functional teams in a consulting environment.
• Industry Knowledge: Deep understanding of contact centre operations, customer service best practices, and industry-specific challenges in sectors such as banking, airlines, and telecommunications.
• Technical Proficiency: Familiarity with advanced technologies including AI, machine learning, cloud solutions, and omnichannel platforms.
• Education: Bachelor’s degree in Business, Management, or a related field. MBA or advanced degree preferred.
• Skills: Exceptional strategic thinking, problem-solving, and analytical skills. Strong communication and interpersonal abilities. Ability to work effectively in a fast-paced, dynamic environment.

Why Join Us:

• Innovative Environment: Be part of a forward-thinking team driving innovation in customer experience and operational excellence.
• Career Growth: Opportunities for professional development and career advancement in a global consulting firm.
• Impactful Work: Lead transformative projects that make a real difference for our clients and their customers.
• Collaborative Culture: Work with a diverse and talented team of professionals committed to excellence and collaboration.

Apply Now:

If you are a visionary leader with a passion for transforming customer experiences and driving operational excellence, we invite you to apply for the role of Management Consultant - Director & Manager Level.
Additional information

• Lead consulting engagements to design and implement CX for contact centre sols
• Advanced technologies like AI, machine learning, and omnichannel
• Redesign customer journeys to enhance experiences across all touchpoints