Sr. Engagement Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 

Your Role:

• Lead the delivery of large-scale service ops/ transformation projects, ensuring timelines, budgets, and quality standards are met.
• Design and implement cloud-based customer interaction solutions, integrating conversational AI , Google CCAI) and WFM tools (Verint, Nice) to enhance operational efficiency.
• Manage and optimize managed services operations, including staffing, SLAs, and performance metrics.
• Collaborate with clients to understand their business goals, identify pain points, and propose tailored solutions.
• Act as a trusted advisor to clients, providing strategic insights and thought leadership in service center modernization.
• Drive agile project execution, ensuring continuous improvement and alignment with client objectives.
• Build and mentor a high-performing team, fostering a culture of innovation and excellence.
• Stay updated with industry trends and emerging technologies to identify opportunities for value creation.

Your Profile:

• Domain Expertise: Minimum 12-15 years in the consumer banking and service center ops domain with a focus on delivery and transformation.
• Tech Ops Solutions: Proven experience in implementing tech/cloud-based service center ops solutions (RPA/Six Sigma/Cloud solutions)
• Conversational AI: Strong understanding of conversational AI technologies, including chatbots and voice bots.
• Workforce Management (WFM): Experience in implementing and optimizing WFM solutions.
• Managed Services: Expertise in running and managing service center operations under managed services models.
• Client-Facing Skills: Exceptional communication, presentation, and interpersonal skills to interact with C-level executives and stakeholders.
• Agile Experience: Proven track record of delivering projects in agile environments, with a focus on adaptability and responsiveness.
• Leadership: Ability to lead cross-functional teams and drive collaboration across diverse stakeholders.
• Bachelor's degree in business, Computer Science, or a related field (MBA preferred).

What You'll Love About Working Here

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
• We're committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging to Capgemini. You are valued for who you are, and you can bring your original self to work.
• Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.