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Sr. Engagement Manager - Banking Capabilities

12 - 16 years

0 Lacs

noida uttar pradesh

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

managed services leadership tech ops solutions conversational ai workforce management wfm clientfacing skills agile experience

Work Mode

On-site

Job Type

Full Time

Job Description

Your Role: Lead the delivery of large-scale service ops/transformation projects, ensuring timelines, budgets, and quality standards are met. Design and implement cloud-based customer interaction solutions, integrating conversational AI (Kore.ai, Google CCAI) and WFM tools (Verint, Nice) to enhance operational efficiency. Manage and optimize managed services operations, including staffing, SLAs, and performance metrics. Collaborate with clients to understand their business goals, identify pain points, and propose tailored solutions. Act as a trusted advisor to clients, providing strategic insights and thought leadership in service center modernization. Drive agile project execution, ensuring continuous improvement and alignment with client objectives. Build and mentor a high-performing team, fostering a culture of innovation and excellence. Stay updated with industry trends and emerging technologies to identify opportunities for value creation. Your Profile: Domain Expertise: Minimum 12-15 years in the consumer banking and service center ops domain with a focus on delivery and transformation. Tech Ops Solutions: Proven experience in implementing tech/cloud-based service center ops solutions (RPA/Six Sigma/Cloud solutions). Conversational AI: Strong understanding of conversational AI technologies, including chatbots and voice bots. Workforce Management (WFM): Experience in implementing and optimizing WFM solutions. Managed Services: Expertise in running and managing service center operations under managed services models. Client-Facing Skills: Exceptional communication, presentation, and interpersonal skills to interact with C-level executives and stakeholders. Agile Experience: Proven track record of delivering projects in agile environments, with a focus on adaptability and responsiveness. Leadership: Ability to lead cross-functional teams and drive collaboration across diverse stakeholders. Bachelors degree in business, Computer Science, or a related field (MBA preferred). Additional Details of the Company: Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. With a diverse group of 340,000 team members in more than 50 countries, Capgemini delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by market-leading capabilities in AI, generative AI, cloud, and data.,

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