Unit Manager Tech TransformationSenior Unit Manager Tech Transformation
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Job Summary
| Job Purpose | The role is responsible for delivering the key projects for Contact Centre function for DMS driving process excellence. The role holder will be responsible for delivering tech transformation projects: Creating sustainable Reliable & scalable Call & Pickup model |
| Duties and Responsibilities | A Key Accountabilities for the Role Delivering key tech transformation projects 1. Creating sustainable Reliable & scalable Call & Pickup model Gather requirements and feedback from DMS stakeholders including collection officers call centre teams and other impacted functions. Evaluate current processes identify changes/improvements needed assess business impact and prioritize initiatives across the annual roadmap. Monitor business processes to identify red flags and opportunities for continuous improvement. Review performance metrics (call centre operations fulfilment etc.) to identify improvement areas such as reducing TAT and improving agent productivity. Analyze issues and develop PMO driven solutions to enhance efficiency; highlight recommendations to business for decision making. Lead planning development and execution of Contact Centre transformation projects. Define project scope parameters delivery milestones and review mechanisms; monitor progress and address roadblocks. Engage senior leadership for design inputs updates and prioritization of critical initiatives. Collaborate with Business IT and other stakeholders to align responsibilities and ensure smooth execution. Guide the creation of BRDs / user stories and oversee testing and validation of developments. Drive change management for new solutions; ensure adoption through training on ground visits and cross functional alignment. B Additional Accountabilities Ensure operational governance through dashboards KPIs and analytics based performance reviews. Implement quality frameworks to strengthen process adherence and customer experience. Collaborate with Training & QA to enhance agent effectiveness and drive capability building. Ensure risk compliance customer communication and regulatory guardrails are embedded across all contact processes. Monthly Tracker MNL KRA & KPIs tracking & publishing to relevent stakeholders in timely manner. |
| Key Decisions / Dimensions | Prioritization of Contact Centre improvement initiatives and transformation projects. Solution design choices sequencing and rollout strategy for key platforms. Vendor evaluation decisions and selection recommendations. Defining process controls metrics and governance frameworks. Identifying training and change management needs for smooth adoption. |
| Major Challenges | Aligning diverse business and technology stakeholders across large transformation initiatives. Ensuring onground adoption and behaviour change across call centre sites. Managing multiple vendor systems (OneCRM Convox SlashRTC Segmentation Portal) and ensuring stability. Maintaining efficiency while supporting scale faster TAT and compliance demands. Balancing strategic initiatives with daytoday operational firefighting. |
| Required Qualifications and Experience | a)Qualifications Graduate / Post Graduate Engineers preferred Certifications in Project Management Contact Centre Technologies or Process Excellence is an advantage b)Work Experience Hands on experience in ZBB BPR/DPR & process mapping. 6-10 years experience in Contact Centre or Process Excellence in BFSI or similar high volume operations Proven experience in leading multi system call centre environments (dialers CRM routing systems segmentation tools) Strong background in process design efficiency improvement and analytical problem solving Stakeholder management and vendor governance experience Experience in driving adoption training change management across distributed contact centre teams Experience in requirement gathering UAT execution and stakeholder coordination |
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Key Skills
- Nurse Management
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- Computer Skills
- Data Collection
- Management Experience
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- Leadership Experience
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About Company
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