Director, Digital Transformation

3 weeks ago

Gurgaon, Haryana, India FIS Global Full time

Position Type: Full-time

Type Of Hire: Experienced (relevant combination of work and education)

Education Desired: Bachelor of Engineering

As the world moves quickly, FIS is at the forefront. Our financial technology solutions impact nearly every market, company, and individual globally. Our teams are diverse and inclusive, working and celebrating together. If you are passionate about advancing the world of fintech, then FIS is looking for someone like you.

About the team:

The team dedicated to GBPO transformation focuses on identifying new transformation opportunities for current GBPO clients and overseeing the transformation process with existing vendors. The goal is to enhance organizational efficiency and facilitate vendor transformation projects within the FIS environment while emphasizing customer satisfaction and Net Promoter Score.

About the role:

The Director Digital Transformation plays a crucial role in guiding the organization through transformation and optimization initiatives, contributing to future strategic planning. Responsibilities include driving the organization towards targeted business objectives such as revenue growth, cost optimization, and risk management. This role involves leading transformation governance in collaboration with business and IT units for both FIS and vendors.

What you will be doing:

  • Contribute significantly to the GBPO vision by supporting consulting-led transformations in the Wealth & Retirement Vertical and Payments back office
  • Understand business processes within the contact center/Back Office setting and propose Solution Designs for Front-office and Back-office solutions
  • Promote and validate proposed solutions to end users
  • Specify integration solutions, develop and manage high-quality solution architectures aligning with transformation delivery needs and compliance requirements
  • Lead the development of a value proposition and communication execution, emphasizing the business value of appropriate solution architecture as a strategy enabler and technology innovation supporter
  • Establish strong relationships with relevant departments internally, such as Voice, engineering, services, Automation, and business partners
  • Facilitate Solution Architecture Reviews and approvals
  • Analyze customer requirements from a technical perspective
  • Lead cross-functional data mapping and strategy alignment for process enhancement and Wealth LOB Transformation
  • Collaborate with infrastructure teams to ensure alignment with enterprise architecture and identify necessary modifications
  • Utilize industry best practices and proven methods with various FIS/3rd Party solutions
  • Manage and address project risks and roadblocks using effective FMEA processes
  • Ensure successful delivery of Back office and contact center improvements leading to highly satisfied, referenceable clients
  • Monitor emerging technologies and business trends, providing guidance on leveraging new opportunities for expected business outcomes

What you will need:

  • 14-18 years of experience in delivering and managing large-scale technical contact center implementations
  • Demonstrated leadership in delivery and client service excellence within Wealth, Asset Management, Hedge Funds, or Prime Brokerage sectors
  • Essential knowledge in areas like RPA, CTI, Agent Desktops, Voice recording, Chatbot, Voice Bot, and PBX/ACD
  • Familiarity with contact center applications such as Speech analytics, QM, Automation, VoC, Cloud & WFM is advantageous
  • Proficiency in Jira/ServiceNow for metrics tracking, user stories maintenance, sprint planning, etc.
  • Deep understanding of current market trends in Wealth & Asset Management and expertise in one of FIS required segments
  • Experience with RPA tools like UiPath, Unified Desktop, AA 360, NICE inContact, Copilot, and cloud services like AWS/Azure
  • Strong commercial judgment and ability to excel in a fast-paced delivery environment
  • Proven operational excellence and client services experience in Wealth Back office/contact center industry, especially in Digital and CX Transformation
  • Thorough knowledge of Contact Center/BPO processes
  • High technical expertise and analytical skills for ROI/CBA analysis
  • Exceptional interpersonal skills, presentation, and demo capabilities
  • Effective verbal and written communication skills

What we offer you:

  • A dynamic role with diverse responsibilities
  • A range of benefits to support your lifestyle and well-being
  • An innovative and collaborative work environment within an international setting
  • Opportunities for professional growth and development at FIS
  • A culture based on collaboration, flexibility, and respect

Privacy Statement

FIS prioritizes safeguarding the privacy and security of all processed personal information to deliver services to clients. Refer to the Online Privacy Notice for details on how FIS protects personal information online.

Sourcing Model

FIS primarily utilizes direct sourcing for recruitment, with only a small portion through recruitment agencies. Resumes from agencies not on the preferred supplier list are not accepted, and FIS is not liable for related fees.

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