for Director Digital Transformation

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelors Degree Travel Percentage : 1 - 5%Have you executed Digital Transformation, Back Office Automation at a Global level across geographies and diverse business lines At FIS you ll have the opportunity to work on some of the most challenging and relevant issues in Financial services and Technology. About the team: The GBPO transformation team works closely with the Automate Next team (a global team sponsored by our COO). The aim of the GBPO transformation team is to transform the 9000+ front office and back office headcount in GBPO (across US, India and PHP). The vision of this program is to optimize 20 to 30%+ cost with appropriate technology interventions like Digital Transformation & Back Office Automation while prioritizing CSAT & NPS. What you will be doing:
• Partner to build and provide a solution based on the inputs from our operations teams and LOBs. Scope may include customer service, disputes chargebacks (FCB), fraud alert management (FAM), back office transformation, quality, training and workforce management.
• Partner closely with our Payments and Banking LOBs
  • For Payments - domain needed would be Prepaid / Credit / FCB / FAM
  • For Banking domain needed would be Deposits / Lending / Collections / Decision Solutions
• Hands on execution in delivering Business Critical KPIs:
  • CSAT and NPS enhancement
  • Cost to Serve reduction using technology interventions like
    • Digital Transformation (AHT reduction, Volume elimination, Contact deflection, others)
    • Back Office automation (RPA, OCR, Workflow, others)
  • Optimize 20% - 30% cost
  • Retention enhancement
• Partner with multi-departmental leadership and other stakeholders to locate opportunities and develop and prioritize projects according to the above mentioned Business Critical KPIs.
• Partner with program managers to ensure all projects within the scope of the GBPO Transformation & Automation Next team s are delivered within defined scope, quality, time, and cost requirements.
• Youll be able to demonstrate detailed experience of creating digital roadmaps and strategies for multiple clients at local and global scale.
• An ability to work with clients / LOBs as a hands on SME; helping them translate their business objectives into digital strategies.
• An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen
• An ability to make BOLD futuristic moves
• Deep understanding of the Digital industry, and the issues and opportunities its players face, in area such as technology, data and business change.
What we offer you :
• A range of benefits designed to help support your lifestyle and wellbeing
• A multi-faceted job with a broad spectrum of responsibilities
• A modern international work environment and a dedicated and innovative team
• A broad range of professional education and personal development possibilities FIS is your final career step!
• A work environment built on collaboration, flexibility and respect
Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepass,

Keyskills :
back officefront officeonline privacycustomer serviceprogram managersoffice automationfinancial servicesinternational workbehavioral training