Consumer Banking Customer Fulfillment Lead

To drive service operations and transformational initiatives in the consumer banking space. The ideal candidate will have extensive experience in retail banking product (personal loans, credit cards, mortgages, savings accts etc.) operations with focus on transforming front and back-office operations for concerned processes. Preferably with expertise in cloud-based service centers, conversational AI solutions, Workforce Management (WFM), and managed service operations. Requires excellent communication skills, strong leadership capabilities, and a proven track record of delivering results in an agile environment.

Key Responsibilities:
• 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.

Required Skills and Experience:
• 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.

Educational Qualifications:
• Bachelor’s degree in business, Computer Science, or a related field (MBA preferred).