Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation
About this role
| Job Purpose | The role is responsible for delivering the key projects for Contact Centre function for DMS, driving process excellence. The role holder will be responsible for delivering tech transformation projects: Creating sustainable, Reliable & scalable Call & Pickup model |
| Duties and Responsibilities | ? A – Key Accountabilities for the Role ? Delivering key tech transformation projects ? 1. Creating sustainable, Reliable & scalable Call & Pickup model ? Gather requirements and feedback from DMS stakeholders including collection officers, call centre teams, and other impacted functions. ? Evaluate current processes, identify changes/improvements needed, assess business impact, and prioritize initiatives across the annual roadmap. ? Monitor business processes to identify red flags and opportunities for continuous improvement. ? Review performance metrics (call centre, operations, fulfilment etc.) to identify improvement areas such as reducing TAT and improving agent productivity. ? Analyze issues and develop PMO driven solutions to enhance efficiency; highlight recommendations to business for decision making. ? Lead planning, development, and execution of Contact Centre transformation projects. ? Define project scope, parameters, delivery milestones, and review mechanisms; monitor progress and address roadblocks. ? Engage senior leadership for design inputs, updates, and prioritization of critical initiatives. ? Collaborate with Business, IT, and other stakeholders to align responsibilities and ensure smooth execution. ? Guide the creation of BRDs / user stories and oversee testing and validation of developments. ? Drive change management for new solutions; ensure adoption through training, on ground visits, and cross functional alignment. ? ? B – Additional Accountabilities ? Ensure operational governance through dashboards, KPIs, and analytics based performance reviews. ? Implement quality frameworks to strengthen process adherence and customer experience. ? Collaborate with Training & QA to enhance agent effectiveness and drive capability building. ? Ensure risk, compliance, customer communication, and regulatory guardrails are embedded across all contact processes. ? Monthly Tracker, MNL, KRA & KPIs tracking & publishing to relevent stakeholders in timely manner. |
| Key Decisions / Dimensions | • Prioritization of Contact Centre improvement initiatives and transformation projects. • Solution design choices, sequencing, and rollout strategy for key platforms. • Vendor evaluation decisions and selection recommendations. • Defining process controls, metrics, and governance frameworks. • Identifying training and change management needs for smooth adoption. |
| Major Challenges | • Aligning diverse business and technology stakeholders across large transformation initiatives. • Ensuring on?ground adoption and behaviour change across call centre sites. • Managing multiple vendor systems (OneCRM, Convox, SlashRTC, Segmentation Portal) and ensuring stability. • Maintaining efficiency while supporting scale, faster TAT, and compliance demands. • Balancing strategic initiatives with day?to?day operational firefighting. |
| Required Qualifications and Experience | a) Qualifications ? Graduate / Post Graduate ? Engineers preferred ? Certifications in Project Management, Contact Centre Technologies, or Process Excellence is an advantage b) Work Experience ? Hands on experience in ZBB, BPR/DPR, Draw.io & process mapping. ? 6-10 years experience in Contact Centre or Process Excellence in BFSI or similar high volume operations ? Proven experience in leading multi system call centre environments (dialers, CRM, routing systems, segmentation tools) ? Strong background in process design, efficiency improvement, and analytical problem solving ? Stakeholder management and vendor governance experience ? Experience in driving adoption, training, change management across distributed contact centre teams ? Experience in requirement gathering, UAT execution, and stakeholder coordination |
Frequently Asked Questions
Is the salary disclosed for the Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation position at Bajaj Finance?
The salary for this Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation role at Bajaj Finance is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation position at Bajaj Finance located?
This Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation role at Bajaj Finance is based in Pune, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation role at Bajaj Finance full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation role at Bajaj Finance.
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When was the Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation job at Bajaj Finance posted?
This Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation position at Bajaj Finance was posted on Aug 10, 2026. Apply as soon as possible — early applications are often reviewed first.
Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation
Bajaj Finance
You'll be redirected to Bajaj Finance's official application page on peoplestrong.