Assistant Manager - MHD - IVR Enhancements

As a Lead IVR Systems Manager, you will play a crucial role in planning, developing, deploying, and optimizing IVR systems. You will be responsible for collaborating with product owners, designers, and business stakeholders to define IVR requirements and translate them into technical deliverables. Your key responsibilities will include managing project scope, timelines, resource allocation, and risks across multiple IVR initiatives. Additionally, you will define and monitor success metrics such as call containment, transfer rates, resolution rates, customer satisfaction, and error rates. You will oversee IVR testing, ensuring production readiness, and driving continuous improvement to ensure IVR systems evolve with business needs, regulatory requirements, and new technologies such as AI, NLP, and speech-to-text. Furthermore, you will coordinate with vendors, telecom partners, and platform providers as needed and prepare regular updates and reports for leadership on project health, risks, dependencies, and outcomes. To excel in this role, you should possess a Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (a Master's degree is a plus) along with 5-10 years of experience in program/project management, preferably in the telecom, fintech, BPO, or customer experience domains. A strong understanding of IVR systems, CTI, call routing, and telephony platforms is essential, with experience in AI/ML-based IVR, voice bots, speech recognition, and NLP solutions being advantageous. You should also have a solid grasp of the software development lifecycle, Agile/Scrum methodologies, and project management tools such as JIRA and MS Project. Excellent communication, stakeholder management, and cross-functional coordination skills are essential for success in this role. An analytical mindset with the ability to interpret data and derive insights, along with the capability to manage multiple projects simultaneously in a fast-paced environment, will be beneficial. Join us in this collaborative, output-driven program that aims to bring cohesiveness across businesses through technology. You will have the opportunity to increase cross-sell opportunities, receive feedback from peer teams, and earn respect through your support of their goals. If you are the right fit, we believe in creating wealth for you. With over 500 million registered users, 21 million merchants, and a wealth of data in our ecosystem, we are uniquely positioned to democratize credit for deserving consumers and merchants. Join us in India's largest digital lending story and be a part of our exciting journey!,