IT Manager -Contact Centre COE

Company:

Bajaj Finserv Limited (BFL)

Job Title:

IT Manager - Compliance, Digital Platforms, Contact Centre COE (CC COE)

Reports to:

Pranav Chothani Deputy National Lead, Digital Platforms , Contact Centre COE (CC COE)

Location:

TBD

Position Summary:

Bajaj Finance sells a host of products across its various verticals through the contact centres, it also services its customers through contact centres. It uses a mix of inbound and outbound centres. Most of this execution is done through the outsourced partners and respective vertical PnL teams work closely with the execution teams. Currently we have over 4500 FTEs across our contact centres having grown at a very rapid clip.

The company has had significant growth and has identified Direct to Consumer (D2C) as a key means to drive acquisition. The contact centre is a key component driving this growth. Whilst we move our service to self-service channels, we continue to see contact centres being a core component of our service strategy. We expect to see these numbers increase with addition in partners and incremental physical centres. Also, the Company is looking at opening Regional CC in Tier 2/3 cities, managing the Vendor Relations is the crux of this role.

The organization has created a centralized Contact Centre Partner Excellence function which will enable this growth to be better managed through as structured approach working with Internal (Business Vertical Teams) and External Stakeholders (Partners, Vendors, Market SME s)

We are seeking a highly skilled IT SPOC (Single Point of Contact) with a background in Computer Engineering / BSc IT to oversee IT d, and Network Security are maintained as per company policies and regulatory standard.

Duties and Responsibilities:

• Contact Centre Security: Oversee the security measures in place for Contact Centres, ensuring data protection and compliance with industry standards.
• Data Security: Implement and monitor data security protocols to protect sensitive information from unauthorized access and breaches.
• Endpoint Security: Manage endpoint security solutions to safeguard devices against threats and vulnerabilities.
• Information Security Governance: Develop and enforce information security policies, procedures, and governance frameworks.
• Physical Security: Ensure physical security measures are in place to protect IT infrastructure and assets.
• Network Security: Oversee network security operations, including firewalls, intrusion detection systems, and network access controls.
• DLP Security - Ensure DLP (Data Loss Prevention) controls are in place to prevent data breaches.
• Asset Management: Ensure all IT assets are tracked, managed, and audited for compliance with company policies and regulatory requirements.
• On-ground presence is mandatory at the designated location

He/she will be the compliance lead in driving these measures and will be required to collaborate with respective Internal and External stakeholders for Monitoring Efficiency Effectiveness of the Compliance Controls.

Experience and Expertise

Knowledge

Bachelor s degree in computer engineering, BSc IT, or a related field.

Experience

• Minimal of 3 to 4 years in IT support preferably in Contact Center locations, information security, or infrastructure management
• Strong knowledge of IT asset management, cybersecurity, and compliance requirements.
• Ability to work under minimal supervision and handle compliance controls effectively
• Ability to work independently and as part of a team.

Skills

• Ability to interact with cross functional stakeholders across Internal and External teams
• Coordination with Admin, Security, IT, and Compliance teams.
• Excellent interpersonal, oral and written communication skills required.
• Problem solving and Decision-making skills
• Experience with compliance frameworks like ISO 27001, GDPR, or similar.
• Familiarity with security tools and technologies.