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.