Job requisition ID 89957 Date Sep 24 2025 Location Bengaluru Designation Manager Entity Deloitte Touche Tohmatsu India LLP Your potential unleashed India s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders and organizations shaping the future of the region and indeed the world beyond At Deloitte your whole self to work every day Combine that with our drive to propel with purpose and you have the perfect playground to collaborate innovate grow and make an impact that matters The Team Deloitte s Technology Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate actionable information that can support fact-driven decision-making and generate an insight-driven advantage Experience Required 8-12 years including experience leading large programs in the Contact Centre Channels domain Job Overview We are seeking a highly experienced and motivated Lead Program Manager with deep expertise in Channels and Contact Centre Automation The ideal candidate will possess a thorough understanding of program governance frameworks benefits quantification and benefits assurance In this role you will be accountable for leading complex programs that transform and automate omnichannel contact center platforms driving measurable business value and customer experience improvements Key Responsibilities Program Leadership Delivery Lead end-to-end delivery of large complex programs focused on Channels and Contact Centre Automation Develop manage and own program plans schedules budgets and benefits realization frameworks Establish clear objectives outcomes and benefits in line with business and customer strategies Coordinate across multiple workstreams ensuring alignment with business priorities and technology roadmaps Program Governance Assurance Set up and run robust governance structures including steering committees stakeholder forums and risk management processes Ensure compliance with organizational and regulatory standards throughout program execution Drive benefits quantification baselining and tracking to guarantee the realization of program objectives Provide transparent reporting on program health including financials risks and benefits realization status Stakeholder Management Communication Engage with senior leadership technology teams business sponsors and third-party vendors to ensure program alignment Manage stakeholder expectations with proactive communication and status updates Act as a key escalation point for program-level risks and issues Technical Domain Expertise Provide thought leadership in the design and deployment of omnichannel contact centre capabilities voice chat messaging social email self-service automation Partner with architects and product owners to define scalable and future-proof technology solutions Stay current with emerging technologies and best practices in Contact Centre Automation Conversational AI and digital channels Team Leadership Mentor and guide project managers and other team members within the program structure Foster a high-performance team culture with a strong focus on collaboration accountability and quality delivery Key Skills Competencies In-depth expertise in Channels and Contact Center Automation including voice chat bots IVR social and self-service solutions Strong experience with leading contact center technology platforms Genesys NICE Avaya Amazon Connect etc Proven track record of establishing and running effective Program Governance frameworks Deep experience in Benefits Quantification Baseline Setting Tracking and Assurance Excellent understanding of program financials and perks realization models Advanced stakeholder management influencing and communication skills Sound knowledge of Agile Hybrid and traditional delivery models Analytical problem-solving with a structured and outcome-focused mindset Team leadership and mentoring skills with demonstrated ability to build high-performing teams Qualifications Bachelor s degree in engineering Technology or Business MBA preferred Certifications in PMP PRINCE2 MSP Agile Program Management highly desirable Minimum of 8 years of total experience with at least 4 years managing large-scale contact center and channels transformation programs How you ll grow Connect for impact Our exceptional team of professionals across the globe are solving some of the world s most complex business problems as well as directly supporting our communities the planet and each other Know more in our Global Impact Report and our India Impact Report Empower to lead You can be a leader irrespective of your career level Our colleagues are characterised by their ability to inspire support and provide 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