Back
Transformation Leader - Financial Services
Full-time
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 partners with senior stakeholders to design and deliver initiatives leveraging AI, GenAI, Analytics, and Automation to achieve measurable business outcomes.
Key responsibilities
Define and execute the transformation roadmap aligned to client business objectives.
Drive productivity, customer experience, risk reduction, and operational efficiency improvements.
Lead AI, GenAI, Analytics, Automation, Workflow, and Digital Transformation initiatives.
Partner with Operations, Technology, Product, and Digital teams to deliver strategic programs.
Establish governance, value realization, and executive reporting mechanisms.
Experience and expertise
Deep understanding of Cards, Payments, Fraud, Customer Service, Contact Centers, and Financial Services operations.
Demonstrated expertise in AI-led transformation across Contact Center Transformation, IVA/Conversational AI, Speech Analytics, Agent Assist, Agentic AI, RPA, and GenAI.
20+ years leading large-scale business transformation programs for Financial Services clients.
Experience within Microsoft, AWS, and PEGA ecosystems.
