AVC:Technology Solution Manager

The role of a Team Lead for Technology Solutions for AVC is to oversee the development and implementation of technology solutions to optimize call center operations and enhance customer experience. This includes identifying technology needs and opportunities, developing and implementing technology solutions to address those needs, and monitoring and analyzing call center metrics to identify areas for further optimization. Manager is also responsible for managing a team of technology professionals to ensure that all technology solutions are implemented effectively and efficiently, managing relationships with internal and external stakeholders, and ensuring compliance with all relevant laws and regulations. Manager should have strong knowledge of call center technology and software, including CRM systems and call routing software, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment.

Key Responsibilities

Professional experience in both IT and Business (Banking)

Responsible for translating business needs to IT solutions.

Requirement gathering from business and preparation of requirement document

Prepare project plan and closely monitor for desired results.

Partner with development team to ensure project meets specific needs and timelines

Respond to the development team queries

Compile and distribute reports / dashboards on application development

Design and execute the test scenarios

Demonstrate the functionality to sponsors / stakeholders

Prepare training material for users

Post production support / enhancements

Identify the areas for Process optimization, automation to eliminate manual intervention

Introduce the latest technologies for business and asses its impact.

Work closely with all stakeholders

Bachelors degree in software development, engineering, project management

5+ years of experience as business analyst / Project manager in Banking BPO (Call centre)

Strong oral and written communication skills

Leadership skills

Inter personal skills

Analytical skills

Sound knowledge of retail banking products and Process

Knowledge of digital banking channels like, Internet Banking, Mobile App.

Retail Banking domain knowledge

Understanding of Financial products, the environment, markets etc.