Delivery Manager

Hsbc

9 - 18 years

35 - 40 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Automation Data migration Workforce management Business transformation IVR Market intelligence Business intelligence Analytics Financial services Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Project Managers are required to lead change initiatives, and manage stakeholder and senior management relationships. They work largely unsupervised and are expected to exercise independent initiative and judgement in proactively overcoming obstacles to success, dealing with uncertainty and changing circumstances, such as interdependencies, opportunities or risks. They are expected to adopt an agile and flexible approach to their work and an outstanding level of professionalism and conduct.
Plans effectively around delivery constraints and optimizes the plan to maximize benefits and minimize risk. Ensures the baselined scope, requirements, benefits, schedule and budget are managed as outlined in the change frameworks
Proactively monitors project execution to effectively identify risks/issues/dependencies as they arise throughout the project lifecycle.
Collaborates and builds positive stakeholder relationships, providing regular updates, obtains buy-in from the project sponsor, Steering Committee and other stakeholders for all key project plans, commitments, and changes including requirements. Analyses management reports, and derives insights to drive the right business decisions
Manages Change Adoption to ensure the change lands well and sticks, contributing to benefits realization.
Produce well-defined project plans, identifying the key milestones and assigning responsibilities / resources in line with the Global Transformation Project Management Framework.
Provides timely reports on project status, risks and issues, evaluating project performance based on management information using standardised metrics and templates in Clarity
Maintains project change control, ensuring any changes to baseline are managed through change requests and all impacts are considered
Promotes and takes accountability for project quality; identifies opportunities to improve delivery and oversees the governance process to reduce risk and ensure effective and timely decisions are taken

Requirements

Previous experience in managing large scale business transformation projects, and other managerial experience leading diverse, geographically distributed teams.
Strong understanding and subject matter expertise in driving Contact Center Automation projects involving Contact Centre As A Service (CCaaS) and Cloud Platform migration and Artificial Intelligence/ Gen Artificial Intelligence driven Automation
Strong understanding and subject matter expertise contact center domains like, Interactive Voice Response call flows, Identiity and Verification (ID&V) Work force management, Knowledge Management, Contact Center Analytics and Market Intelligence. Expert in tools such as JIRA, Confluence & MS Project
Good understanding of Digital Journeys (e. g. Mobile Banking App)
Expert in change methodologies including but not limited to customer experience, digital transformation, Design-led change, including significant experience in Agile roles. Excellent stakeholder management and assertive communication skills
Past experience / Ability to drive technology changes involving Genesys Cloud, AWS Connect (Amazon web services), Google CCAI (Contact center Artificial Intelligence), Nice CX (Customer Expereince) Verint, Five9, Calabrio, Knowmax, Salesforce, ezo. ai, Uniphore, Convin, Dynamics 365, Qualtrics, Nuance Gatekeeper, Google Dialogflow, Google Transcriber, Poly AI, Cogito, AWS Lex (Amazon web service).
Understanding of key activities for Change Adoption.
Interactive Voice Response (IVR) Simplification. ID &V - CLI/ANI (Command Line interface/ Automatic number identification), One Time Password - OTP , Voice ID
Data - Migration, storage and management (real time and historical). Contact Centre Reporting and Business Intelligence.
Relevant experience on managing complex projects across countries or regions. Overall experience of 8+ years or more. Project management skills and experience of managing large and complex programmes

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