Job
Description
We are looking for a strategic and technically adept Channels Project Manager to lead initiatives within our Digital Banking Transformation program. The role is responsible for delivering Contact Center Automation , AI/ML-driven customer engagement solutions , and digital self-service channels aligned with regulatory requirements and customer experience standards in the banking sector. Key Responsibilities: Lead the end-to-end delivery of digital customer interaction projects across voice, chat, mobile, and online banking platforms. Implement AI/ML-enabled contact center solutions , including virtual assistants, conversational IVRs, and intelligent routing to enhance efficiency and reduce operational cost. Drive digital transformation of contact centers, with a focus on improving First Contact Resolution (FCR) , Net Promoter Score (NPS) , and cost-to-serve . Collaborate closely with Compliance, Risk, IT Security, and Data Governance teams to ensure all solutions meet regulatory and data protection requirements (e.g., RBI, GDPR, etc.). Manage third-party vendors, fintech partnerships, and platform integrators to ensure timely and quality delivery. Integrate Core Banking Systems (CBS) , CRM, and ticketing platforms for unified customer views. Use analytics to track usage, efficiency gains, and customer satisfaction across automated and digital channels. Required Qualifications: Bachelor's degree in Information Technology, Engineering, Business Administration, or related field; MBA or Masters in Digital Transformation or Banking Technology preferred . 5–10 years of experience in project/program management, with at least 3 years in banking or financial services . Strong background in contact center technologies (Genesys, NICE, Avaya, Cisco, etc.) and AI/ML automation tools . Demonstrated experience in digitizing customer service journeys in a regulated financial environment. Proficiency in Agile/Waterfall project delivery methods, and experience using Jira, MS Project, or similar tools.
