Conversion Specialist Manager / Customer Center Manager

Job Title : Conversion Specialist Manager / Customer Center Manager

Experience : 3+ Years

Location : Pune (Hybrid)

Notice Period : Immediate Joiners

We are seeking an experienced Conversion Specialist Manager / Customer Center Manager to lead client migration initiatives from legacy banking platforms to modern digital banking systems. This role requires strong leadership, planning expertise, and customer engagement skills to ensure seamless execution of conversion waves while delivering exceptional client experience. The ideal candidate brings hands-on experience in digital banking transformation or treasury management and excels in managing teams and client-facing migrations.

Responsibilities:-

Conversion Planning & Execution

Develop detailed conversion plans aligned with migration waves, preview periods, and readiness activities

Identify prerequisites (training, access, IT setup, data readiness) and ensure timely completion

Coordinate with Product, IT, Training, and Project Management teams to support client conversions

Team Leadership & Management

Partner with HR for hiring and onboarding Conversion Specialists

Lead, mentor, and manage a team supporting client migrations

Allocate client portfolios based on workload and skill sets

Ensure adherence to procedures, timelines, and service quality

Act as Skills Mentor for Level I Conversion Specialists

Client Engagement & Support Oversight

Oversee personalized client support during migration

Ensure accurate documentation of outreach and support activities

Resolve complex client issues and manage escalations

Maintain a strong customer-first approach

Quality Assurance & Compliance

Review documentation and communications for accuracy and policy compliance

Guide team members on processes and procedures

Monitor performance against service standards and conversion timelines

Reporting & Tracking

Track migration progress and provide regular management updates

Maintain dashboards on conversion status and success metrics

Identify bottlenecks and recommend workflow improvements

Required Qualifications:

Bachelors degree in Business, Finance, Information Systems, or related field

6+ years of experience in treasury management, digital banking, or client conversion roles

Proven people-management experience in client-facing migrations or onboarding

Strong understanding of digital banking transformation methodologies

Excellent planning, organization, and stakeholder coordination skills

Superior communication, presentation, and interpersonal abilities

Strong analytical and problem-solving mindset

Proficiency with CRM systems, outreach tracking tools, and MS Office/Excel