Location Name: Pune Corporate Office - Weikfield

Job Purpose

The role is responsible for delivering the key projects for Contact Centre function for DMS, driving process excellence. The role holder will be responsible for delivering tech transformation projects:

Creating sustainable, Reliable & scalable Call & Pickup model

Duties And Responsibilities

A – Key Accountabilities for the Role
Delivering key tech transformation projects
Creating sustainable, Reliable & scalable Call & Pickup model
Gather requirements and feedback from DMS stakeholders including collection officers, call centre teams, and other impacted functions.
Evaluate current processes, identify changes/improvements needed, assess business impact, and prioritize initiatives across the annual roadmap.
Monitor business processes to identify red flags and prospects for continuous improvement.
Review performance metrics (call centre, operations, fulfilment etc.) to identify improvement areas such as reducing TAT and improving agent productivity.




Analyze issues and develop PMO driven solutions to enhance efficiency; highlight recommendations to business for decision making.
Lead planning, development, and execution of Contact Centre transformation projects.
Define project scope, parameters, delivery milestones, and review mechanisms; monitor progress and address roadblocks.
Engage senior leadership for design inputs, updates, and prioritization of critical initiatives.
Collaborate with Business, IT, and other stakeholders to align responsibilities and ensure smooth execution.
Guide the creation of BRDs / user stories and oversee testing and validation of developments.
Drive change management for current solutions; ensure adoption through training, on ground visits, and cross functional alignment.
B – Additional Accountabilities
Ensure operational governance through dashboards, KPIs, and analytics based performance reviews.
Implement quality frameworks to strengthen process adherence and customer ex

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