Implementation-Conversion Manager Senior

About the Team

Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.

What You Will Be Doing  

• The leader will be responsible for developing an efficient, client-centric operating model built on the foundations of best-in-class delivery practices
• This leader will ensure successful continuity of service to clients and own end-to-end WFM/ business intelligence function for all the accounts managed within the scope
• Project co-ordination & PMO support
• Guide teams working with Data Analytics, Machine Learning and Software Development and enable them to effectively perform in the competitive environment
• Mange and deliver consulting services in Digital transformation space, performance improvement and business transformation by implementing latest techniques and proven practices
• Responsible for timely delivery of projects for process improvement recommendations resulting in highly satisfied, referenceable clients
• The leader has a primary objective to direct, manage, and supervise all activities and resources related to the Analytics department. This role will have the responsibility to ensure that all members of the team are focused on the delivery of company financial goals, and client operational expectations
• The leader will need to possess strong interpersonal and collaboration skills, as s/he will be working closely with multiple business lines, US based P&L heads, Sales, Talent Acquisition teams, external vendors, suppliers etc. Specific Responsibilities
• Generate career growth opportunities for internal associates through IJP (Internal job posting) and other organizational initiatives
• Working with stakeholders such as Delivery Managers, in order to understand the skills and areas for development for all assigned resources and upcoming opportunities

What you bring:

• Minimum 12-15 years of Total experience in Supervisory role including leadership & management of business operations or Business Intelligence/Analytics & Digital Transformation projects

Preferred Experience

• Experience with contact centre Operations, IVR and ACD logic flow
• Minimum 1-2 years of experience in working on lean/ six sigma projects (preferred)
• Operational excellence and Client Experience Management in Back office industry specifically in Digital Transformation
• Experience in working on leading service desk platforms like ServiceNow, Jira, Planview etc.
• Multi - Domain experience with contact centre Performance Management, Back Office Management, Process Automation (Robotics) etc.
• Business Analytics skills with experience in working on integrated contact centre environment consisting of technology for Delivery & Service Management, Reporting & Analytics and Quality
• Flexible to work in shift 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" workday.
• Use of Microsoft Technologies and automation, analytics & other digital interventions to drive digitalization

Primary Skill

• Bachelor's degree in a quantitative field or equivalent experience
• 10+ years of relevant work experience in business intelligence, analytics statistics, data engineering, data science, business transformation or related field
• Advanced proficiency in SQL, ETL management, data modelling, DAX, power query and working with Big Data
• Experience with data visualization using Power BI tool
• Experience with statistical modelling and analysing large data sets
• Experience in managing and prioritizing a project backlog
• Experience in hiring, retaining, coaching and managing a high-functioning team including both technical and business functions
• Strong critical thinking skills and attention to detail
• Strong organizational and multitasking skills with ability to balance competing priorities
• Excellent written and oral communication skills including an ability to communicate with all cross functional teams (technical and business)
• Ability to identify process re-engineering requirements against end to end service provisioning.
• Deployment and implementation of digital transformation tools and technologies

What we offer you

•A competitive salary with attractive benefits including private medical and dental coverage insurance

•A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

•A modern work environment and a dedicated and motivated team

•A broad range of professional education and personal development opportunities

•A work environment built on collaboration and respect

Privacy Statement

FIS is 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.

Sourcing Model

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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