Senior Manager – Customer Services Operations/Change Management – BPO/ITeS (7-15 yrs)

– Devise structured process frameworks to lead and drive change management activities for the Customer Services/ Experience organization.

– Collaborate with stakeholders across products and business functions to identify requirements, designing the strategic approach to managing change and support operations for the Customer Services unit.

– Evaluate the impact of change, identifying risks and developing risk mitigation tactics.

– Identifying and managing anticipated resistance to change.

– Leading change management work streams.

– Supporting development of resources and communications relevant to change initiatives, including creating documentation for knowledge transfer.

– Defining success metrics and measuring performance against these. Drive and support modification to processes to refine and enhance results.

– Providing reporting and other updates to management and project teams

– Strong Payments Operations background and a broad understanding in Payments as a domain, including Payment Types / Payments across various currencies / Tech and Product around Payments

– Experience of working in a fast-moving Fintech firm

– Effective facilitation and influencing skills

– Strong stakeholder management skills

– Conflict resolution and negotiation skills

– Good listening and communications skills

– Strong business acumen

– Project management and planning skills

– Analytical mindset and critical thinking

– Able to cope with pressure

– Good problem-solving skills

– Team player & able to collaborate with others


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