Transformation Leader- Financial Services

Job description

The Transformation Leader will drive the end-to-end transformation agenda for a Financial Services client across Cards Operations, Fraud, Chargebacks, Customer Service, Contact Centers, and Back-Office Operations. The role will partner with senior client stakeholders to identify, design, and deliver business transformation initiatives leveraging AI, GenAI, Analytics, Automation, Digital Technologies, and Operating Model Transformation to achieve measurable business outcomes. Key Responsibilities - **→** Define and execute the transformation roadmap aligned to client business objectives. - **→** Drive productivity, customer experience, risk reduction, service quality, and operational efficiency improvements. - **→** Lead AI, GenAI, Analytics, Automation, Workflow, and Digital Transformation initiatives. - **→** Identify and prioritize high-value transformation opportunities across operations. - **→** Partner with Operations, Technology, Product, and Digital teams to deliver strategic programs. - **→** Establish governance, value realization, and executive reporting mechanisms. - **→** Build transformation capabilities and coach high-performing transformation teams. - **→** Take complete ownership of delivering committed efficiency and business outcomes to the client. Experience & Expertise - **•** Deep understanding of Cards, Payments, Fraud, Chargebacks, Customer Service, Contact Centers, and Financial Services operations. - **•** Strong consulting, stakeholder management, and executive communication skills. - **•** Proven experience leading large-scale transformation programs with measurable business outcomes. - **•** Demonstrated expertise in digital and AI-led transformation, with practical experience across Contact Center Transformation, IVA/Conversational AI, Speech Analytics, Agent Assist, Agentic AI, RPA/QPA, Process Mining, Workflow Automation, CRM & Case Management Platforms, Knowledge Management, Omnichannel Customer Experience, GenAI, and Analytics-led Digital Transformation solutions. - **•** Experience working within Microsoft, AWS, and PEGA ecosystems. Qualifications - **•** Post-Graduate degree; MBA preferred. - **•** 20+ years of experience leading large-scale business transformation programs for Financial Services clients, with a proven track record of delivering measurable outcomes across operations, customer experience, digital, and technology-led transformation initiatives. - **•** Strong understanding of IVA, Conversational AI, Speech Analytics, Agent Assist, Agentic AI, RPA/QPA, Process Mining, Workflow Automation, Knowledge Management, GenAI, and Analytics platforms.