Transformation Manager

Objectives of this role:

• Strategize, implement, and maintain program initiatives that adhere to organizational and client objectives.


• Develop program assessment protocols for evaluation and improvement of Digital Transformation projects.


• Maintain organizational standards of satisfaction, quality, and performance.


• Oversee multiple project teams, ensuring program goals are reached.


• Manage budget and funding channels for maximum productivity.

Roles and Responsibilities:

• Collaborate with cross-functional teams and business stakeholders, including software engineers, data analysts, product managers, and operations teams, to design and improve end-to-end processes for operations.


• Lead process improvement initiatives by identifying areas for enhancement, conducting data analysis, and developing actionable recommendations as per the business and industry standards.


• Design and Drive large Transformation initiatives which may include automation, RPA, AI/GenAI, Chatbots, CX tools like agent assist, workflow orchestration, Quality management tools etc.


• Drive automation initiatives by leveraging technology and process optimization to streamline manual tasks and improve overall productivity.


• Stay updated on industry trends, emerging technologies, and regulatory changes related to banking operations and process optimization and apply this knowledge to improve business initiatives.


• Drive regular project meetings & ensure transformation initiatives are driven to completion.


• Manage discussions with required stakeholders for on various aspects of the program for timely follow up till closure.


• Performs Quality Control via reviews of the design created by Functional Consultant and Tech Architect


• Responsible for receiving the sign-off on the design, UAT and Hypercare from the customer


• Establish working relationships and routinely interface with project sponsors, business stakeholders & technology partners.

Required skills and qualifications:

• 5+ years of experience in an upper-management role, preferably in program management.


• Exceptional skills in leadership, time management, facilitation, and organization.


• Core experience in Digital Transformation in Telecom order management and front office processes with the tools/ solutions mentioned in role and responsibilities.


• Experience in managing stakeholders (internal and external).


• Outstanding knowledge of change management principles and performance evaluation processes.

Good to have skills and Experience:

• PMP Certified is added advantage.


• Technical understanding of various Platform architecture and product features Genesys, SFDC, ServiceNow etc


• Current Technological landscape understanding and stays abreast of current technologies like AI/GenAI etc.