T&T - Customer - CS&D - Manager | Business strategy | Mumbai

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The Team
Deloittes Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage. Our practice addresses the continuum of opportunities in business intelligence & visualization, data management, performance management and next-generation analytics and technologies, including big data, cloud, cognitive and machine learning.
Job Description:
Experience Required: 8-12 years (including experience leading large programs in the Contact Centre / Channels domain)

Job Overview
We are seeking a highly experienced and motivated Lead Program Manager with deep expertise in Channels and Contact Centre Automation. The ideal candidate will possess a thorough understanding of program governance frameworks, benefits quantification, and benefits assurance. In this role, you will be accountable for leading complex programs that transform and automate omnichannel contact center platforms, driving measurable business value and customer experience improvements.
Key Responsibilities
Program Leadership & Delivery

Lead end-to-end delivery of large, complex programs focused on Channels and Contact Centre Automation.
Develop, manage, and own program plans, schedules, budgets, and benefits realization frameworks.
Establish clear objectives, outcomes, and benefits in line with business and customer strategies.
Coordinate across multiple workstreams, ensuring alignment with business priorities and technology roadmaps.

Program Governance & Assurance

Set up and run robust governance structures, including steering committees, stakeholder forums, and risk management processes.
Ensure compliance with organizational and regulatory standards throughout program execution.
Drive benefits quantification, baselining, and tracking to guarantee the realization of program objectives.
Provide transparent reporting on program health, including financials, risks, and benefits realization status.

Stakeholder Management & Communication

Engage with senior leadership, technology teams, business sponsors, and third-party vendors to ensure program alignment.
Manage stakeholder expectations with proactive communication and status updates.
Act as a key escalation point for program-level risks and issues.

Technical & Domain Expertise

Provide thought leadership in the design and deployment of omnichannel contact centre capabilities (voice, chat, messaging, social, email, self-service, automation).
Partner with architects and product owners to define scalable and future-proof technology solutions.
Stay current with emerging technologies and best practices in Contact Centre Automation, Conversational AI, and digital channels.

Team Leadership

Mentor and guide project managers and other team members within the program structure.
Foster a high-performance team culture with a strong focus on collaboration, accountability, and quality delivery.

Key Skills & Competencies

In-depth expertise in Channels and Contact Center Automation, including voice, chat, bots, IVR, social, and self-service solutions
Strong experience with leading contact center technology platforms (Genesys, NICE, Avaya, Amazon Connect, etc.)
Proven track record of establishing and running effective Program Governance frameworks
Deep experience in Benefits Quantification, Baseline Setting, Tracking, and Assurance
Excellent understanding of program financials and benefits realization models
Advanced stakeholder management, influencing, and communication skills
Sound knowledge of Agile, Hybrid, and traditional delivery models
Analytical problem-solving with a structured and outcome-focused mindset
Team leadership and mentoring skills with demonstrated ability to build high-performing teams

Qualifications

Bachelors degree in engineering, Technology, or Business (MBA preferred)
Certifications in PMP / PRINCE2 / MSP / Agile Program Management highly desirable
Minimum of 8 years of total experience, with at least 4 years managing large-scale contact center and channels transformation programs

How youll grow

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