Project Manager

1 week ago

Bengaluru Hyderabad Pune, India Brickendon Consulting Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Role & responsibilities

Role Overview

We are seeking an experienced Channels Project Manager with strong expertise in driving digital transformation initiatives across customer channels. The role will focus on delivering digital journeys (mobile & web), chatbot implementations (AI/GenAI), and RM chat solutions (e.g., WhatsApp and other messaging platforms). While prior experience in contact centre environments is not mandatory, a working awareness of contact centre processes is preferred to ensure seamless integration with broader customer experience strategies.

Key Responsibilities

  • Lead end-to-end delivery of digital channel transformation projects, ensuring alignment with business strategy and customer experience goals.
  • Drive the design, build, and deployment of mobile and web digital journeys that simplify and enhance customer interactions.
  • Oversee AI/GenAI chatbot implementations, ensuring scalable, intelligent, and customer-centric conversational experiences.
  • Manage deployment and optimization of Relationship Manager (RM) chat solutions across WhatsApp and other messaging platforms.
  • Coordinate across business, technology, operations, and external vendors to deliver on time, within scope, and budget.
  • Apply structured project management methodologies (Agile/Hybrid/Waterfall) and best practices for governance, reporting, and risk management.
  • Track project KPIs, adoption metrics, and customer impact to ensure business value realization.
  • Provide thought leadership on emerging channel technologies, ensuring the bank/organization stays ahead in digital innovation.
  • Build strong relationships with stakeholders across Product, Operations, Technology, and Compliance.
  • Contribute to overall digital transformation strategy, bringing best practices and innovation to the channels portfolio.

Required Skills & Experience

  • Proven experience as a Project Manager (ideally 7 to 12 years) leading large-scale digital transformation programs.
  • Strong track record in mobile & web journey design and implementation.
  • Hands-on experience in chatbot delivery (AI/GenAI platforms, NLP solutions).
  • Familiarity with messaging-based RM engagement tools (WhatsApp, WeChat, etc.).
  • Strong understanding of digital technologies, API integrations, and agile delivery models.
  • Basic awareness of contact centre operations and how they integrate with digital channels.
  • Excellent stakeholder management, communication, and influencing skills.
  • Strong problem-solving, analytical thinking, and ability to drive consensus.
  • PMP, PRINCE2, Agile/Scrum certifications are desirable but not mandatory.

Preferred Qualifications

  • Previous experience in banking/financial services or other customer-centric industries.
  • Exposure to cloud-based conversational AI platforms and CRM / RM tools.
  • Ability to bridge business needs and technology solutions effectively.

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