Digital Transformation Manager

Job Description

As the Digital Transformation Manager at NCRi, you will be responsible to develop and deliver technology led transformation programs that aim to reinvent the customers’ digital experience, specifically in 2-way non-voice communication. This position will entail end-to-end understanding of the business’ technical environment and determine how the digital model can be applied to enhance issue resolutions or further improve the process. It will be a chance to help the business redefine, redesign, and reshape the way of doing things while ensuring the appropriate infrastructure is in place and deploy the best IT solution. Additionally, this position will need to communicate effectively and have excellent project management skills to understand the company structure and suggest necessary change.

Core Responsibilities (include, but not limited too)

• Understand the business needs and come up with the right digital roadmap, guided by the 4D’s of design thinking (Discover, Define, Develop and Deliver)
• Assist in creating a wholistic digital transformation strategy and plan for the end-to-end technical implementation and new technology initiatives using the organization’s methodology and tools.
• Participate in developing and implementation of automation solutions for manual systems to improve efficiency and customer experience.
• Ensure the transformation is well-understood at an operational level within the organization, whilst maintaining day to day performance
• Monitor and control the creation and implementation of user acceptance initiatives including technical implementations, digitization, and emerging technologies.
• Identify challenges for future learning that will allow to further enhancement of the application.
• Work collaboratively with internal and external teams to co-create solutions and ensure to establish proper knowledge relating to digital enablement and maintain communication with key decision-makers.
• Connect transformation activities with other work streams and ensure to align with the project’s timeline and milestones.
• Interpret and utilize use of analytics and models to a business problem.
• Deliver using Agile SDLC techniques to improve solution quality, allow flexibility, and discover new possible improvements.
• Support the creation and maintenance of the entire work plan for the digital transition, provide weekly status reports, locate problems, and control risks.
• Assist in organizing and directing business development activities, such as client presentations, proposal creation, and statements of work
• Ensure successful planning and deployment of identified programs. 

Qualifications

• Bachelor’s degree or diploma in information technology
• PMP (Project Management Professional) certification and Lean Six Sigma certification an asset
• 3-5 years of relevant experience in digital transformation
• BPO industry experience 
• Advanced understanding of 2-way communication such as; SMS, Web Chat and WhatsApp
• Experience with project design and management, preferably technical related
• Passionate for digital technology & innovation, with high energy that pushes boundaries and a firm grasp of emerging digital tools
• Strategic thinker, who can connect business challenges with digital capabilities and opportunities
• Strong ability to influence stakeholders
• Quality assurance methodology and inspections
• Must be able to work independently, take initiatives and meet deadlines.
• Must be adaptable and capable of working under pressure in a fast-paced environment.

Requirements

• Work remotely from secure home office in Pakistan
• Ability to work coordinating hours with Head Office in Ontario, Canada.
• Reliable high speed internet – 50 mbps download/20 mbps upload
• Salary – negotiable