We’re looking for a seasoned Senior Program Manager to lead a global transformation initiative focused on elevating contact center capabilities. This high-impact role is ideal for someone with deep experience delivering complex programs—especially within the Financial Services (FS) sector. The successful candidate will bring expertise in digital platform integration, vendor orchestration, and stakeholder leadership.Key Responsibilities:Contact Center Transformation LeadershipOwn the design and delivery of a global, unified contact center strategy integrating:Digital self-service platformsIVR (Interactive Voice Response) systemsChat and voice servicesCCaaS (Contact Center as a Service) solutionsEnsure seamless end-to-end customer experience across platforms and geographies.Vendor & Technology ManagementPartner with top-tier technology providers (e.g., FanoLab, PolyAI, Genesys).Lead vendor evaluation, onboarding, and ongoing relationship management.Stay ahead of industry trends in AI and contact center orchestration.Strategic Stakeholder EngagementServe as a trusted advisor to global stakeholders and cross-functional teams.Build consensus across regions and secure executive sponsorship.Present program updates in senior leadership forums and navigate challenges proactively.Program Delivery in Complex EnvironmentsDrive execution in fast-paced, globally distributed settings.Coordinate across time zones and teams to maintain delivery momentum.Identify risks early and deploy effective mitigation strategies.Key QualificationsFinancial Services ExperienceProven success leading large-scale contact center transformations in FS.Strong grasp of digital, IVR, chat, voice, and CCaaS ecosystem integration.Vendor & AI Orchestration ExpertiseHands-on experience with industry-leading vendors and AI-powered platforms.Technical and operational knowledge of modern contact center tools.Global Stakeholder ManagementSkilled at influencing senior stakeholders and leading cross-regional teams.Comfortable communicating program vision and aligning goals across diverse groups.Complex Program DeliveryTrack record of navigating high-pressure environments and driving successful outcomes.Strong program governance, coordination, and execution capabilities.What We OfferA leading role in a transformative, global initiative.Exposure to cutting-edge technologies and elite vendor partnerships.A collaborative, forward-thinking environment with opportunities for growth.Comprehensive package with potential to renew 12 monthsAll applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.
