Project Manager Conversation Banking

4 days ago

Bengaluru Hyderabad Pune, India Capco Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Key Responsibilities

  • Lead the Contact Center Transformation program, focusing on chat, chatbot, and voice bot implementation across digital banking channels (Mobile, Web).
  • Partner with business, technology, and vendor teams to design and implement conversational AI solutions leveraging Gen AI, NLP, and NLU frameworks.
  • Manage vendor relationships (e.g., RASA, Google Dialogflow, Poly AI, Sierra, Dyna) and ensure seamless integration with the banks technology landscape.
  • Drive end-to-end program governance, including scope, budget, timelines, risk/RAID management, and stakeholder reporting.
  • Collaborate with Product Owners, UX teams, and Business Analysts to ensure customer journey transformation aligns with strategic priorities.
  • Oversee Agile delivery practices and ensure adherence to global delivery standards.
  • Ensure compliance with regulatory, risk, and data privacy requirements across regions.
  • Act as a thought leader, advising senior stakeholders on emerging conversational AI trends and best practices in digital customer engagement.

Must-Have Skillsets

  • Proven experience leading large-scale digital/contact center transformation programs in the banking or financial services domain.
  • Strong expertise in Chat on Digital Journeys (Mobile, Web).
  • Hands-on experience with Chatbot and Voice bot implementation, including AI/Gen AI-powered solutions.
  • Deep knowledge of NLU frameworks: RASA, Google Dialog flow, Poly AI, Sierra, Dyna (or similar platforms).
  • Strong stakeholder management and leadership skills with experience engaging CxO-level executives.
  • Solid grounding in Agile/Scaled Agile delivery methodologies.

Good-to-Have Skillsets

  • Experience implementing RM chat solutions (e.g., WhatsApp, WeChat, or similar channels).
  • Familiarity with Genesys Cloud Contact Center solutions.
  • Prior experience in global delivery environments, handling multi-country or multi-regional rollouts.
  • Knowledge of banking customer journeys and digital transformation best practices.

Qualifications & Experience

  • 12+ years of experience in project/program management with a strong focus on digital transformation and contact center technologies.
  • Project management certifications (e.g., PMP, Prince2, SAFe, Agile Scrum Master) will be an added advantage.

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