Manager Transformation

Position Summary:To lead the strategy, development, and enhancement of the Interactive Voice Response platform, ensuring seamless, secure, and customer-centric self-service experiences across the bank’s voice
channels. The role fulfils the organizational agenda to have a cutting-edge automated Interactive
Voice Response which relies minimally on manual/agent handshake. This role requires deep
understanding of both customer journeys and backend integration with core banking systems.

Responsibilities:

• Define and execute the Interactive Voice Response (IVR) system digital transformation & customer

experience goals.

• Identify gaps in current IVR flows and propose enhancements to improve customer experience and

reduce call center load.

• Lead IVR new flow design including routing logic, menu structure, voice prompts, and personalization

features.

• Within the ambit of an agile and matrix managed development squad, work closely with IVR design

teams, vendors, and developers to optimize self-service experience.

• Implement advanced features like speech recognition, natural language understanding (NLU), and

API-based dynamic routing.

• Drive the forward-looking strategy for new initiatives within Interactive Voice Response – such as AI

based voice banking.

• Oversee integration of IVR with core banking systems, CRM, fraud management systems, and

ticketing platforms.

• Coordinate with IT and third-party vendors for smooth delivery and maintenance.
• Monitor IVR usage, customer satisfaction scores (CSAT), and implement changes to improve self-

resolution rate. Maintain a cyclical loop of define, measure & improvement of KPIs.

• Ensure all IVR processes comply with SBP regulations, internal policies, and information security

standards.

• Collaborate with InfoSec and Risk teams for regular audits and vulnerability assessments.

Act as a bridge between Business, Operations, Products, Compliance, and IT teams.

• Drive projects end-to-end using agile or waterfall methodologies as needed.

Experience

8 Years

Job Type: Full-time

Pay: Rs180,000.00 - Rs200,000.00 per month

Work Location: In person