Director of Digital Transformation

6 days ago

Mumbai, Maharashtra, India Jobs for Humanity Full time
About the Role

We are seeking a highly experienced and skilled Director of Digital Transformation to lead our technology strategy and vision for transforming our contact center operations and customer experience. As a key member of our GBPO transformation team, you will be responsible for defining and implementing the technology strategy and roadmap for our digital transformation initiatives.

Key Responsibilities
  • Define and communicate the technology strategy and vision for digital transformation of our contact center operations and customer experience.
  • Lead and manage the end-to-end delivery of digital transformation projects, from ideation to implementation, ensuring alignment with business objectives, stakeholder expectations, and best practices.
  • Collaborate with senior leaders, business stakeholders, and technology teams to identify, prioritize, and scope the digital transformation opportunities and challenges.
  • Evaluate, select, and integrate various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI, to enhance our operational efficiency, customer satisfaction, and competitive advantage.
  • Lead in specifying the integration solutions, take ownership for drafting and managing high-quality solution architectures aligning needs and compliance for transformation delivery.
  • 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.
  • Establish and maintain the governance, standards, and policies for digital transformation, ensuring compliance, security, and quality.
  • Build and develop a high-performing team of digital transformation experts, architects, and engineers, providing coaching, mentoring, and feedback.
  • Monitor and measure the outcomes and benefits of digital transformation, using data-driven insights and metrics.
Requirements
  • A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.
  • A minimum of 15 years of experience in leading and managing complex technology projects, preferably in the contact center or customer service domain.
  • A minimum of 8 years of experience in defining and implementing technology strategy and vision for digital transformation, preferably in the FinTech or financial services industry.
  • A proven track record of delivering successful digital transformation initiatives that resulted in significant operational improvement, customer satisfaction, and business value.
  • A deep understanding and hands-on experience with contact center technologies, such as IVR, CTI, CRM, chatbots, voice analytics, and omnichannel platforms.
  • A strong knowledge and experience with RPA and intelligent automation solutions, such as UiPath, Automation Anywhere, Blue Prism and Microsoft Power Automate.
  • A familiarity and curiosity with emerging technologies such as generative AI, such as GPT-3, Llama, experience in implementing these in production would be an added advantage.
  • Strong knowledge and experience with enterprise architecture, cloud computing, data analytics, and agile methodologies, such as AWS, Azure, Google Cloud, Snowflake, Tableau, and Scrum.
  • Strong analytical skills, being able to perform ROI / CBA analysis.
  • Excellent communication, presentation/demoing capabilities, and interpersonal skills, with the ability to influence and collaborate with senior leaders, business stakeholders, and technology teams.
  • Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower a diverse and distributed team.
  • A passion for innovation, learning, and excellence, with a customer-centric and results-oriented mindset.
About Us

FIS is a leading provider of technology solutions for the financial services industry. We are committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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