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Director, Digital Transformation

3 months ago

Gurugram, India FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Engineering

Travel Percentage :

0%

Job Description

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, weâd like to ask you: Are you FIS?

About the team:â¯â¯

The GBPO transformation team works on new transformation opportunity for existing GBPO clients and managing transformation commitment with the existing vendor. The aim of the GBPO transformation team is to transform retain organization and seamlessly deliver vendor transformation projects in FIS environment. The vision of this program is to optimize cost with appropriate technology interventions like Digital Transformation & Back Office Automation â while prioritizing CSAT & NPS.

About the role:

The Director Digital Transformation proactively and holistically helps guide the enterprise through transformation and optimization initiatives, supporting the formulation of future strategy. The scope of activities includes helping the organization achieve targeted business outcomes related to grow revenue, optimizing costs and mitigating risks. This is an individual contributor role; candidate will be responsible for leading the governance for transformations in coordination with business and IT functions for FIS and vendors.

What you will be doing:

  • To work as key part of GBPO vision to support a consulting led Transformations in Wealth & Retirement Vertical and Payments back office
  • To understand business processes within the contact center/Back Office environment. To present Solution Designs for Front-office and Back-office solutions.
  • To position and validate the proposed solution to end users.
  • Lead in specifying the integration solutions, take ownership for drafting and managing high quality solution architectures aligning needs and compliance for transformation delivery.
  • Leads the development of a value proposition and execution of a communication, promotes the business value of right solution architecture as an enabler of strategy formulation, and as support for technology innovation.
  • To build a strong working relationship with the relevant groups within the org including Voice, engineering, services, Automation, product houses, alliances, and business partners where appropriate.
  • Responsible for Solution Architecture Reviews and approvals, including:
  • Facilitates a collaborative relationship across architecture and delivery teams.
  • Technical analysis of customer requirements
  • Technical negotiations with customers and partners
  • Lead cross functional data and strategy mappings for process improvement and Transformation in Wealth LOB.
  • Collaborates with infrastructure teams to ensure consistency with the enterprise architecture, as well as to identify when it is necessary to modify the enterprise architecture.
  • Leverage knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
  • Manage and Mitigate Project Risks and Roadblocks using effective FMEA (Failure Mode Effect Analysis) Processes
  • Managing projects to adhere the timeline, Budget, and Scope - Perform daily, weekly & monthly project cadence and reporting.
  • Responsible for successful delivery of Back office and contact center improvement recommendations resulting in highly satisfied, referenceable clients.
  • Scans emerging technologies and the business ecosystem for major disruptive technology and non-technology trends (trendspotting) that affect business. Provides practical advice and best practices to take advantage of new, or emerging, opportunities and successfully deliver the expected business outcomes.

What you will need:

  • 14- 18 years of experience delivering and managing large scale technical contact center implementations.
  • Proven delivery leadership and client service excellence in Wealth, Asset Management, Asset servicing, Hedge Funds and/or Prime Brokerage
  • Knowledge in the following areas is critical: RPA, CTI, Agent Desktops, Chatbot, Voice Bot, Voice recording, PBX/ACD
  • Knowledge of contact center applications such as QM, Speech analytics, Automation, VoC, Cloud & WFM is a definite plus.
  • Working knowledge of Jira/ServiceNow- develop metrics dashboards and filters, maintain user stories and issues, plan sprints, etc.
  • Deep understanding of current market trends in the Wealth & Asset Management industry and subject matter expertise in one of FIS required segments â e.g.: Asset Management, Wealth Management
  • Working knowledge /Implementation Experience of RPA tools (UiPath, Unified Desktop, AA 360 etc., NICE inContact, Copilot)
  • Working knowledge /Implementation Experience of Amazon Web Services (AWS) / Azure
  • Must have good commercial judgment and be capable of working in an aggressive delivery environment.
  • Proven operational excellence and client services experience in Wealth Back office/contact center industry specifically in Digital and CX Transformation
  • A good understanding of one or more of the following:  Buy-Side front and middle office, risk, compliance, advice and financial planning, Operations, Hedge Funds, Asset Management, Prime Brokerage, Alternatives or Asset Servicing.
  • Experience in handling different kinds of Contact Center process solutions like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk.
  • In-depth knowledge of contact center and BPO processes.
  • Must demonstrate a high level of technical expertise and experience.
  • Strong analytical skills, being able to perform ROI / CBA analysis.
  • Superior people skills
  • Exceptional presentation and demo capabilities
  • Strong verbal/written communication skills

What we offer you:

  • A multi-faceted job with a broad spectrum of responsibilities
  • A range of benefits designed to help support your lifestyle and wellbeing.
  • A modern international work environment and a dedicated and innovative team
  • A broad range of professional education and personal development possibilities â FIS is your final career step
  • A work environment built on collaboration, flexibility and respect.

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