Manager

MNC Group · India

About the Company

Hi, We are seeking an experienced Business Analyst Manager to drive large-scale Contact Center Transformation initiatives within a global banking environment. The ideal candidate will have extensive experience leading Business Analysis teams, managing transformation programs, and bridging business and technology stakeholders to deliver innovative customer engagement solutions.

About the Role

The role involves defining and implementing next-generation customer service capabilities, including Chatbots, Voicebots, Conversational AI, GenAI, RAG-based solutions, and Contact Center modernization programs. The candidate will work closely with business teams, architects, product owners, operations teams, and technology partners to translate strategic objectives into scalable business solutions.

Responsibilities

• Drive large-scale Contact Center Transformation initiatives.
• Lead Business Analysis teams.
• Manage transformation programs.
• Bridge business and technology stakeholders.
• Define and implement next-generation customer service capabilities.
• Work closely with various teams to translate strategic objectives into scalable business solutions.

Qualifications

• 8-15 years of overall experience in Business Analysis.
• 3-5 years as lead.
• At least 3 years in Transformation role.

Required Skills

• Strong experience in large-scale Transformation Programs.
• Experience driving business process transformation and customer experience initiatives.
• Experience working with large Global Banking organizations.
• Experience in Contact Center Transformation programs.

In case interested please inbox CV on neeraj@mastermindnetwork.co.in