What you will be doing
1. Transformation & Solution Design
a. Lead analysis of current‑state (As‑Is) processes and design future‑state (To‑Be) operating models across Contact Center and BPS landscapes
b. Identify opportunities for process simplification, digitization, automation, and AI enablement
c. Translate business problems into implemented transformation solutions with clear value realization
2. Program & Initiative Execution
a. Drive workstreams within large, complex transformation programs (process, digital, AI, CX)
b. Own delivery of business cases, requirement definitions, solution options, and benefit tracking
c. Work independently on problems of diverse scope; exercise judgment in selecting approaches and methods
3. Stakeholder & Client Engagement
a. Partner with clients, operations leaders, technology teams, and PMOs to align transformation objectives
b. Facilitate design workshops, solution walkthroughs, and executive updates
Articulate transformation value in terms of efficiency, quality, CX improvement, and cost optimization.
What you bring
1. Core Skills
a. Strong experience in Business Transformation, Process Re‑engineering, or Digital Transformation
b. Excellent analytical skills with ability to solve complex, ambiguous problems
c. Experience working in BFSI / Payments / Contact Center / BPO environments (must)
d. Strong documentation and storytelling skills (business cases, decks, solution narratives)
2. Transformation Capabilities
a. Process assessment & redesign
b. Automation / digital solution exposure (RPA, AI, Analytics, IVA, Unified Desktop – exposure preferred)
c. CX and operational metrics understanding (AHT, FCR, CSAT, productivity, quality)
3. Behavioral & Leadership
a. Works independently with minimal supervision
b. Demonstrates sound judgment and structured problem‑solving
c. Able to influence without authority and collaborate across teams [
4. Experience & Education
a. 8–10 years of relevant experience in transformation, process improvement, consulting, or operations excellence in BFSI Domain
b. Bachelor’s degree required; MBA or equivalent preferred (per typical FIS transformation roles)
c. PMP Certified (Desired)
d. AI/RPA Certification from reputed institutions.
What we offer you
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A broad range of professional education and personal development possibilities – FIS is your final career step!
A competitive salary and benefits
A variety of career development tools, resources and opportunities
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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