Unit Manager - Tech Transformation/Senior Unit Manager

Job Purpose

The role is responsible for delivering the key projects for Contact Centre function for DMS, driving process excellence. The role holder will be responsible for delivering tech transformation projects:

Creating sustainable, Reliable scalable Call Pickup model Duties and Responsibilities

A Key Accountabilities for the Role

Delivering key tech transformation projects

1. Creating sustainable, Reliable scalable Call Pickup model

Gather requirements and feedback from DMS stakeholders including collection officers, call centre teams, and other impacted functions.

Evaluate current processes, identify changes/improvements needed, assess business impact, and prioritize initiatives across the annual roadmap.

Monitor business processes to identify red flags and opportunities for continuous improvement.

Review performance metrics (call centre, operations, fulfilment etc.) to identify improvement areas such as reducing TAT and improving agent productivity.

Analyze issues and develop PMO driven solutions to enhance efficiency; highlight recommendations to business for decision making.

Lead planning, development, and execution of Contact Centre transformation projects.

Define project scope, parameters, delivery milestones, and review mechanisms; monitor progress and address roadblocks.

Engage senior leadership for design inputs, updates, and prioritization of critical initiatives.

Collaborate with Business, IT, and other stakeholders to align responsibilities and ensure smooth execution.

Guide the creation of BRDs / user stories and oversee testing and validation of developments.

Drive change management for new solutions; ensure adoption through training, on ground visits, and cross functional alignment.

B Additional Accountabilities

Ensure operational governance through dashboards, KPIs, and analytics based performance reviews.

Implement quality frameworks to strengthen process adherence and customer experience.

Collaborate with Training QA to enhance agent effectiveness and drive capability building.

Ensure risk, compliance, customer communication, and regulatory guardrails are embedded across all contact processes.

Monthly Tracker, MNL, KRA KPIs tracking publishing to relevent stakeholders in timely manner. Key Decisions / Dimensions

Prioritization of Contact Centre improvement initiatives and transformation projects.

Solution design choices, sequencing, and rollout strategy for key platforms.

Vendor evaluation decisions and selection recommendations.

Defining process controls, metrics, and governance frameworks.

Identifying training and change management needs for smooth adoption.

Major Challenges

Aligning diverse business and technology stakeholders across large transformation initiatives.

Ensuring onground adoption and behaviour change across call centre sites.

Managing multiple vendor systems (OneCRM, Convox, SlashRTC, Segmentation Portal) and ensuring stability.

Maintaining efficiency while supporting scale, faster TAT, and compliance demands.

Balancing strategic initiatives with daytoday operational firefighting.

Required Qualifications and Experience

a)Qualifications

Graduate / Post Graduate

Engineers preferred

Certifications in Project Management, Contact Centre Technologies, or Process Excellence is an advantage

b)Work Experience

Hands on experience in ZBB, BPR/DPR, Draw.io process mapping.

6-10 years experience in Contact Centre or Process Excellence in BFSI or similar high volume operations

Proven experience in leading multi system call centre environments (dialers, CRM, routing systems, segmentation tools)

Strong background in process design, efficiency improvement, and analytical problem solving

Stakeholder management and vendor governance experience

Experience in driving adoption, training, change management across distributed contact centre teams

Experience in requirement gathering, UAT execution, and stakeholder coordination