Digital Transformation Specialist ( BFS Domain)

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Job Description



Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Business Management
Travel Percentage : 5 - 10%

InP - Digital Transformation Specialist
Principal Analyst - Digital Transformation
Are you curious, motivated, and forward-thinking At FIS youu2019ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
Job Description:
Senior management role. Highly experienced, typically manages activities of a broad functional area or department and is involved in the long term planning. May manage subordinate managers, supervisors as well as professional individual contributor
About the Team
Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings True with each team member through training, knowledge and a desire to excel in the financial world.
What You Will Be Doing

  • Deliver consulting services in Digital transformation, Workforce Management, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
  • Analyse new and existing customers KPI performance and develop Back office/ Contact center improvement plans
  • Responsible for successful delivery of contact center improvement recommendations resulting in highly satisfied, referenceable clients
  • Develop presentations and present consulting recommendations to Senior Executive Sponsors and Executive Level leadership
  • Work closely with FISu2019s teams like Knowledge Management, Quality Assurance, Learning, Workforce Management (WFM) and Reporting & Analytics to holistically help clients realize their outsourcing objectives.

What you bring:
  • Minimum 10-12 years of Total experience in back office / middle office, including leadership & management of business operations or RPA transformation projects
  • Worked as Consultant level with minimum 4+ yrs. experience into RPA implementation / BI / Analytics Implementation

Preferred Experience
  • Proven operational excellence and client services experience in Back office/contact center industry specifically in Digital and CX transformation
  • Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
  • Experience in handling different kinds of Contact Center process solutions like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
  • Experience in working on leading service desk platforms like ServiceNow, Zendesk, Jira etc.
  • Multi - Domain experience with contact center Performance Management Back Office Management Process Automation (Robotics) or Quality Management solutions/processes
  • Experience in working on integrated contact center environment consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality.
  • Flexible to work in shift (If required only) u2013 24/7/365 availability, including willingness to work on weekends, and outside of the u201Cstandardu201D work day.
  • Minimum of 4 years of internal or external RPA/BI/ Analytics consulting experience in Back office / contact center environment
  • Good to have experience with contact center Workforce Management, Intelligent Routing, IVR and ACD logic flow, Digital (OCR) routing
  • Use of automation, analytics & other digital interventions to drive digitalization of call center / BPO operations

Primary Skill
  • RPA Implementation, WFM, Change Management, or other Process Improvement Discipline.
  • Understanding of data transformation between solutions- Business Analytics/ Business Intelligence
  • Proven ability to influence cross-functional teams without formal u201Cdirect-lineu201D authority
  • Excellent verbal, written communication, and presentation skills are a must
  • Expertise in contact center reporting and analytics
  • Experience of end-to-end client RPA Service Delivery for Back office operations
  • Expertise in financial modelling (e.g., cashflows, TCO, ROI, breakeven analysis)
  • Ability to identify process re-engineering requirements against end to end service provisioning.
  • Deployment and implementation of digital transformation tools and technologies

What we offer you
  • A competitive salary with attractive benefits including private medical and dental coverage insurance
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A modern work environment and a dedicated and motivated team
  • A broad range of professional education and personal development opportunities
  • A work environment built on collaboration and respect

Privacy Statement
FIS 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 .
Sourcing Model
Recruitment 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

FIS is an American multinational Fortune 500 corporation which offers a wide range of financial products and services. FIS is most known for its development of Financial Technology, or FinTech, and as of Q2 2020 it offers its solutions in three primary segments: Merchant Solutions, Banking Solutions, and Capital Market Solutions. Annually, FIS facilitates the movement of roughly $9 trillion through the processing of approximately 75 billion transactions in service to more than 20,000 clients around the globe.

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