Job Description Job Title Senior Manager Location Gurgaon 90C Department Operations Function Customer Retention Reporting to Chief Manager Customer Retention Band 4 A

JOB SUMMARY:

The Chief Manager Contact Center Transformation Digital Automation will lead the modernization of the contact center ecosystem by developing a hybrid service model, deploying digital-first journeys, driving automation and bot implementation, and achieving cost and manpower optimization. The role demands strong project/ program management skills, deep understanding of customer journeys, and the capability to re-engineer processes for enhanced customer experience, operational efficiency, and quality outcomes.

KEY RESPONSIBILITIES

1. Hybrid mode Development Contact Center Digitization

- Design and implement a Hybrid Contact Center Model integrating human-assisted and digital channels (bots, IVR, Humanoid calling, WhatsApp enablement, web journeys).
- Deploy automation and self-service solutions to reduce manual dependency.
- Build digital journeys on website/app including UI/UX wireframes, customer flow mapping, and usability enhancements.

2. Automation, BOT Deployment Process Optimization

- Lead deployment of Chatbots, Voicebots, IVR automation, workflow engines, and RPA initiatives.
- Identify manual, repetitive processes for redesign and automation.
- Ensure continuous improvement in bot containment, accuracy, and customer resolution.

3. Driving Renewal Collection Persistency

Renewal Premium Collection for Persistency improvement through payment.

Developing deploying strategy for persistency renewal premium collection

Developing deploying technology for enhance of persistency renewal premium

Analyzing the data to interpret meaningful conclusions to help suggest the next course of action;

Creation and deployment of need based customer/distribution communication

Liaison with Finance/Ops/Compliance to seek/provide necessary support;

Ensure necessary trainings to the teams to drive the process

Ensure adherence to documented processes, procedures and controls





Timely processes walk through to be conducted to establish process gaps if any and take necessary steps

Assessment of Risk Mitigation plan.

Audit and compliance management for the function

4. Business Documentation, Project Delivery Program Management

- Create and manage BRDs, FSDs, SOPs, flowcharts, wireframes, and lead business walkthroughs.
- Hands-on experience with project management tools (JIRA, Confluence, Project Plans).
- Drive large-scale complex programs through full lifecycle planning, execution, status tracking, stakeholder updates, and delivery commitments.
- Ensure strict adherence to documented processes, procedures, controls, and compliance standards.

5. Dialer Management Contact Optimization

- Manage predictive, progressive, preview dialers and optimize dialing strategy.
- Improve RPC, contactability, call efficiency, segmentation logic, and funnel conversions.
- Improve calling campaigns through digital augmentation and automation-first approaches.

6. Quality Score Improvement Customer Experience

- Drive initiatives to improve Quality Scores, NPS, agent efficiency, and customer experience across channels.
- Implement speech analytics, automated quality monitoring, and agent performance dashboards.
- Improve distribution and agent engagement using digital workflows and communication tools.

7. Innovation, New Initiatives Process Re-Engineering

- Identify new projects and process initiatives for productivity improvement and customer experience uplift.
- Conduct regular process walkthroughs to identify gaps and initiate corrective actions.
- Re-engineer processes to support long-term platform scalability and operational efficiency.

8. Stakeholder Vendor Management

- Coordinate with internal teams (Operations, Finance, IT, Product, Compliance).
- Manage vendor partners for integrations,



system upgrades, issue resolution, and delivery timelines.
- Ensure seamless coordination and SLA adherence across projects.

9. Team Management Culture Building

- Manage and mentor a team of specialists/project managers.
- Drive a culture of innovation, ownership, performance, and customer first mindset within the team.

Able to manage team of people and drive organizational culture with in team

Measure of Success:

Business/client satisfaction scores.

TAT of Customer/Agent query resolution as per defined SLA.

Meeting project deadlines

Meeting productivity benchmarks.

Accuracy standards meeting timelines

>80% CTA Top two Box rating

Supervisor feedback

Preferred Experience

- 8 14 years in Contact Center Strategy, Digital Transformation, Automation, or CX roles.
- Experience in BFSI / Telecom / E commerce preferred.
- Prior involvement in digital payments ecosystem (advantageous).

Education

- Graduate/Post-Graduate in Business, Technology, Operations, or equivalent.
- Certifications in Lean, Six Sigma, Project Management preferred.

FOR LATERAL MOVEMENT,

Candidates who have a performance rating of G2V2 have completed 12 months in the current role

Candidates who have a performance rating of G3V3 have completed 18 months in the current role

Key Skills Required

- Strong exposure to contact center operations, automation, digital journeys, and hybrid model setups.
- Expertise in BRD/FSD creation, UI/UX journey design, process mapping.
- Experience in RPA, AI/ML bots, speech analytics, dialer systems, workflow engines.
- Proficient in project/program management tools (JIRA, MS Project, Confluence).
- Strong stakeholder management and cross-functional coordination.
- Ability to drive cost reduction, headcount optimization, and process efficiency.
- Excellent communication and analytical skills.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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