Manager Business Analyst (Contact Center Transformation )- Big 4

Job Title : Manager – Business Analyst (Contact Center Transformation )

Locations to choose - Any one of these locations (Bangalore , Delhi, Gurgaon, Noida , Chennai , Pune , Mumbai).

Notice Period: Less than 60 Days (90 Days notice period is not considered) 

We are seeking an experienced Business Analyst Manager to drive large-scale Contact Center Transformation initiatives within a global banking environment. The ideal candidate will have extensive experience leading Business Analysis teams, managing transformation programs, and bridging business and technology stakeholders to deliver innovative customer engagement solutions.

The role involves defining and implementing next-generation customer service capabilities, including Chatbots, Voicebots, Conversational AI, GenAI, RAG-based solutions, and Contact Center modernization programs. The candidate will work closely with business teams, architects, product owners, operations teams, and technology partners to translate strategic objectives into scalable business solutions.

 Business Analysis Leadership

• 12-16 Years (12+ years of overall experience in Business Analysis preferred). 


• Minimum 4-5 years of experience as Lead BA or BA Manager.


• Proven experience managing and mentoring teams of Business Analysts.


• Strong stakeholder management and requirement elicitation capabilities.


• Expertise in Agile, Waterfall, and Hybrid delivery methodologies.

Transformation Experience

• Strong experience in large-scale Transformation Programs.


• Experience driving business process transformation and customer experience initiatives.


• Ability to create business cases, process maps, capability assessments, and transformation roadmaps.

Banking Domain

• Experience working with large Global Banking organizations.


• Strong understanding of Banking Operations, Customer Servicing, and Contact Center ecosystems.


• Experience interacting with business stakeholders, operations teams, and technology teams within banking environments.

Contact Center Domain

• Experience in Contact Center Transformation programs.


• Knowledge of:




• Customer Journey Mapping


• Omnichannel Servicing


• IVR Platforms


• Contact Center Operations


• Customer Experience Optimization


• Digital Service Channels

Good-to-Have Skills:

Conversational AI & Digital Channels

• Chatbot implementation exposure.


• Voice Bot implementation exposure.


• Conversational AI platforms knowledge.


• Natural Language Understanding (NLU) concepts.


• Customer self-service automation solutions.

GenAI & Emerging Technologies

• Working knowledge of:




• Generative AI (GenAI)


• Large Language Models (LLMs)


• Retrieval-Augmented Generation (RAG)


• Prompt Engineering concepts


• AI-powered customer support solutions