Non-technical - Project Manager (Contact Center/BPO)

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
 

About the role:

This is a pivotal role within the digital business responsible for client’s development, scale, and delivery of digital transformation initiatives. The candidate will be responsible for Digital transformation portfolio within client engagement.
 

About the team:

A dispersed team situated in multiple countries, you’ll join a hard-working, fun group with a real diversity of backgrounds.

What you will be doing:

• Deliver consulting services in Digital transformation, Workforce Management, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
• Run and lead discovery strategy phases of work, develop business transformation vision, value roadmap, high-level target solution designs, target experiences etc.
• Responsible for successful delivery of Back office and contact center improvement recommendations resulting in highly satisfied, referenceable clients
• Directly manage all aspects of the project lifecycle, work with matrixed IT partners to oversee all SDLC phases or iterations.
• Rigorously managing scope to ensure commitments are achieved within agreed upon time, cost and quality parameters
• Developing the project charter, integrated project plan, resource plan, contingency plan and related project management artifacts

What you will need:

• 5+ years of experience in project management / project manager.
• Shift timing is 6:00 PM to 4:00 AM IST
• Proven operational excellence and client services experience in Back office/contact center industry specifically in Digital and CX transformation
• Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
• Experience in working on leading service desk platforms like ServiceNow, Zendesk, Jira etc.
• Experience in working on integrated contact center environment consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality.
• Experience in RPA Implementation, WFM, Change Management, or other Process Improvement Discipline.
• Experience of migration of microservices from one environment to another
• Plan, coordinate, and execute all aspects of non-technical projects involving Omni channel support for the Banking and Payments Industry from initiation through delivery.
• Identifying contractual obligations, client or business needs and goals, Define Call Center/Back Office BRDs, Design VRUs/IVR templates, Liaise with Work Force, Business Intelligence, Quality, Compliance, RTA/Intraday, HR, legal and other support function to put together the functional framework for end-user support
• Work cohesively with Clients, Internal Stakeholder and Vendors to ensure seamless transition
• Excellent knowledge of and holistic exposure to the BPO Industry catering to Banking and Payments

What we offer you:
A career at FIS is more than just a job. It’s the change to shape the future of fintech.  At FIS, we offer you:

• A voice in the future of fintech.
• Always-on learning and development.
• Collaborative work environment.
• Opportunities to give back.
• Competitive salary and benefits.

Privacy Statement

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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