Senior Manager - Customer Services Operations/Change Management - BPO/ITeS

- Devise structured process frameworks to lead and drive change management activities for the Customer Services/ Experience organization.

- Collaborate with stakeholders across products and business functions to identify requirements, designing the strategic approach to managing change and support operations for the Customer Services unit.

- Evaluate the impact of change, identifying risks and developing risk mitigation tactics.

- Identifying and managing anticipated resistance to change.

- Leading change management work streams.

- Supporting development of resources and communications relevant to change initiatives, including creating documentation for knowledge transfer.

- Defining success metrics and measuring performance against these. Drive and support modification to processes to refine and enhance results.

- Providing reporting and other updates to management and project teams

- Strong Payments Operations background and a broad understanding in Payments as a domain, including Payment Types / Payments across various currencies / Tech and Product around Payments

- Experience of working in a fast-moving Fintech firm

- Effective facilitation and influencing skills

- Strong stakeholder management skills

- Conflict resolution and negotiation skills

- Good listening and communications skills

- Strong business acumen

- Project management and planning skills

- Analytical mindset and critical thinking

- Able to cope with pressure

- Good problem-solving skills

- Team player & able to collaborate with others