Transformation Lead

Genpact; Gurugram District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Genpact Ltd. is seeking an Transformation Leader to drive end-to-end transformation initiatives for a Financial Services client.

You will partner with senior stakeholders to identify, design, and deliver initiatives using AI, GenAI, Analytics, Automation, and Digital Technologies to achieve measurable business outcomes across Cards Operations, Fraud, and Customer Service. The role requires deep domain expertise in cards, payments, fraud, and contact centers, with a proven track record of leading

Qualifications

• 20+ years of experience leading large-scale transformation programs for Financial Services clients.
• Experience with IVA, Conversational AI, Speech Analytics, Agent Assist, Agentic AI, RPA/QPA, Process Mining, Workflow Automation, Knowledge Management, GenAI and Analytics platforms.

Responsibilities

• Define and execute the transformation roadmap aligned to client objectives.
• Drive productivity, customer experience, risk reduction, service quality, and efficiency improvements.
• Lead AI, GenAI, Analytics, Automation, Workflow, and Digital Transformation initiatives.
• Identify and prioritize high-value transformation opportunities across operations.
• Partner with Operations, Technology, Product, and Digital teams to deliver strategic programs.
• Establish governance, value realization, and executive reporting mechanisms.
• Build transformation capabilities and coach high-performing teams.
• Take ownership of delivering commitments and measurable outcomes.

Skills

Cards Operations

Fraud

Chargebacks

Customer Service

Contact Centres

Back-Office Operations

AI

GenAI

Analytics

Automation

Digital Transformation

Operating Model Transformation

RPA

Process Mining

Workflow Automation

Knowledge Management

Omnichannel Customer Experience

GenAI

Microsoft

AWS

PEGA

Tools

Microsoft

AWS

PEGA

Job description

The Transformation Leader will drive the end-to-end transformation agenda for a Financial Services client across Cards Operations, Fraud, Chargebacks, Customer Service, Contact Centers, and Back-Office Operations. The role will partner with senior client stakeholders to identify, design, and deliver business transformation initiatives leveraging AI, GenAI, Analytics, Automation, Digital Technologies, and Operating Model Transformation to achieve measurable business outcomes.

Key Responsibilities

• Define and execute the transformation roadmap aligned to client business objectives.
• Drive productivity, customer experience, risk reduction, service quality, and operational efficiency improvements.
• Lead AI, GenAI, Analytics, Automation, Workflow, and Digital Transformation initiatives.
• Identify and prioritize high-value transformation opportunities across operations.
• Partner with Operations, Technology, Product, and Digital teams to deliver strategic programs.
• Establish governance, value realization, and executive reporting mechanisms.
• Build transformation capabilities and coach high-performing transformation teams.
• Take complete ownership of delivering committed efficiency and business outcomes to the client.

Experience & Expertise

• Deep understanding of Cards, Payments, Fraud, Chargebacks, Customer Service, Contact Centres, and Financial Services operations.
• Strong consulting, stakeholder management, and executive communication skills.
• Proven experience leading large-scale transformation programs with measurable business outcomes.
• Demonstrated expertise in digital and AI-led transformation, with practical experience across Contact Centre Transformation, IVA/Conversational AI, Speech Analytics, Agent Assist, Agentic AI, RPA/QPA, Process Mining, Workflow Automation, CRM & Case Management Platforms, Knowledge Management, Omnichannel Customer Experience, GenAI, and Analytics-led Digital Transformation solutions.
• Experience working within Microsoft, AWS, and PEGA ecosystems.

Qualifications

• 20+ years of experience leading large-scale business transformation programs for Financial Services clients, with a proven track record of delivering measurable outcomes across operations, customer experience, digital, and technology-led transformation initiatives.
• Strong understanding of IVA, Conversational AI, Speech Analytics, Agent Assist, Agentic AI, RPA/QPA, Process Mining, Workflow Automation, Knowledge Management, GenAI, and Analytics platforms.