Lead - Tech Transformation/Senior Lead - Tech Transformation

Job Purpose

The role is responsible for defining and driving DMS AI strategy. Establish and lead the AI Projects & PMO DMS transformation. Delivering key DMS Tech Transformation projects:

1. AI Voice bot across various call types
2. Agentic model for Reforecasting & Capacity Planning
3. Agentic workflow for Free Collection, Gen-AI Calling, Allocation and Refer-out
4. Smart summary info and triggers for better performance management and early resolution
5. End to End Agentic DIY workflow for Partner Onboarding
6. Bounce cure counselling using Gen-AI calling

Duties and Responsibilities

?? Key Accountabilities for the Role

• ??Identifying use cases by working with business teams

• ??Evaluate AI capabilities in the market to solve for use case / build solution inhouse by working with technology team

• ??Manage end to end implementation of the capability and delivery of use case

• ??Track, monitor effectiveness of implementation of AI capabilities and drive adoption of capabilities across the organization

• ??Drive cost benefit analysis and value analysis for the organization to pick up relevant AI capabilities

• ??Enable cost save, revenue generation, productivity enhancement and quality due to AI intervention."

  ?? Additional Accountabilities

• Monthly Tracker, MNL, KRA & KPIs tracking & publishing to relevent stakeholders in timely manner.

Key Decisions / Dimensions

• Prioritization and sequencing; capacity allocation.

Major Challenges

• Aligning diverse stakeholder requirements into a single, feasible increment
• Managing dependencies across multiple systems/environments
• Ensuring quality and compliance within tight release windows

Required Qualifications and Experience

a) Qualifications
B.E./B.Tech or equivalent

b) Work Experience
12??18 years experience in AI & leading PMO/portfolio governance in BFSI or large?scale tech change.
Strong financial acumen, vendor governance, and executive stakeholder management.
Demonstrated delivery assurance across complex, cross?functional programs.
Hands on experience in ZBB, BPR/DPR, Draw.io & process mapping.