Job Description

Senior Program Manager

Sr. Program Manager - Digital Transformation

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Responsible for leading digital transformation efforts at iSON, ensuring that all possible scope of efficiency and business transformation through digitization is utilized, and the organization provides innovative and industry leading solutions and business models.

Key Responsibilities:

- Responsible for delivery of strategic, large-scale digitization within the organization

- Act as a digital pathfinder, interpret critical business drivers, conduct research, maintain an understanding of BPO industry trends, develop long-term plans in consultation with leaders and peers, and provide a framework for decision-making with respect to delivery of overall digital transformation program

- Work with leadership across business, operations and functional teams to develop a transformation roadmap to elevate the quality of business solutions, and to improve business efficiency and effectiveness

- Identification of new technology and capabilities, and fostering a culture of agility, speed to market, continuous improvement, calculated risk-taking and innovation in development and operations

- Define performance goals and KPIs to measure within the digital transformation agenda, and establish on-going process for measurement & improvement of the KPI

- Engage with senior business / IT leaders and executives to drive the change agenda:

- Build a digital tools adoption strategy, framework and corresponding plans

- Track and report adoption / usage status, and support program success by identifying potential risks / bottlenecks, conducting root cause analysis, and implementing process changes / improvements

- Build detailed communication plans, work with significant communication and design teams to deliver impactful creative output, and ensure timely adherence to those plans

- Advise, coach, manage and mentor more junior change managers often via matrix leadership to build the capability

Key Performance Indicators:

- Return on Digital Investments

- Adoption and Usage Metrics

- Agent Productivity / Revenue per FTE

- Customer Experience Metrics ; customer effort, CSAT, NPS

- %age Business Enabled by Cloud and AI

Educational Qualification and Experience required:

- Engineering degree, preferably with a specialization in Tech

- 10-15 years of relevant experience in digitization and IT

- DT experience at a BPO is a plus

- MBA from a reputed institution is a plus

- Lean Six Sigma background / Black Belt experience is a plus

- PMP / Scrum certifications are a plus

Key skills / competencies

- Excellent analytical skills

- In-depth knowledge of industrial practices in technology and digitization

- Strong business acumen

- Outstanding communication and interpersonal skills

- Strong leadership and organizational skills

- Deep understanding of changing market dynamics, specifically the technology landscape

- Excellent communication and influencing skills

- High coordination skills as well as excellent relationship management skills

- Intricate understanding of internal IT operations of the organization