Sr. Engagement Manager -Banking Capabilities

Your Role:

• Lead the delivery of large-scale service ops/ transformation projects, ensuring timelines, budgets, and quality standards are met.
• Design and implement cloud-based customer interaction solutions, integrating conversational AI (Kore.ai, Google CCAI) and WFM tools (Verint, Nice) to enhance operational efficiency.
• Manage and optimize managed services operations, including staffing, SLAs, and performance metrics.
• Collaborate with clients to understand their business goals, identify pain points, and propose tailored solutions.
• Act as a trusted advisor to clients, providing strategic insights and thought leadership in service center modernization.
• Drive agile project execution, ensuring continuous improvement and alignment with client objectives.
• Build and mentor a high-performing team, fostering a culture of innovation and excellence.
• Stay updated with industry trends and emerging technologies to identify opportunities for value creation.

Your Profile:

• Domain Expertise: Minimum 12-15 years in the consumer banking and service center ops domain with a focus on delivery and transformation.
• Tech Ops Solutions: Proven experience in implementing tech/cloud-based service center ops solutions (RPA/Six Sigma/Cloud solutions)
• Conversational AI: Strong understanding of conversational AI technologies, including chatbots and voice bots.
• Workforce Management (WFM): Experience in implementing and optimizing WFM solutions.
• Managed Services: Expertise in running and managing service center operations under managed services models.
• Client-Facing Skills: Exceptional communication, presentation, and interpersonal skills to interact with C-level executives and stakeholders.
• Agile Experience: Proven track record of delivering projects in agile environments, with a focus on adaptability and responsiveness.
• Leadership: Ability to lead cross-functional teams and drive collaboration across diverse stakeholders.
• Bachelor’s degree in business, Computer Science, or a related field (MBA preferred).

What You'll Love About Working Here

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
• We’re committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging to Capgemini. You are valued for who you are, and you can bring your original self to work.
• Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.