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T&T- Customer - CS&D - Manager | Project Management (PMO) | Bengaluru
senior · Consulting
T&T- Customer - CS&D - Manager | Project Management (PMO) | Bengaluru
• Job requisition ID : 111566
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
The team
CS&D is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies what, how, and why of change so you’re always ready to act ahead. Learn more about Customer
Role Overview
We are looking for a PMO professional to support the delivery of a large-scale Contact Centre Transformation leveraging Generative AI, conversational AI, automation and digital technologies. The role will be responsible for program governance, planning, tracking, stakeholder management, risk management and ensuring timely execution across multiple workstreams.
Key Responsibilities
- Establish and manage program governance, including governance forums, steering committees, working groups and program cadence.
- Develop and maintain the integrated program plan, tracking milestones, dependencies, deliverables and critical path activities across workstreams.
- Track overall program status, timelines, budgets, resources and key deliverables, highlighting deviations and corrective actions.
- Domain: Contact Centre / Customer Experience / Digital & Generative AI Transformation
- Coordinate across business, technology, operations, product, data, AI and implementation teams to ensure seamless execution.
- Manage RAID logs covering risks, assumptions, issues and dependencies, with clear ownership and mitigation actions.
- Prepare weekly/monthly status reports, dashboards, steering committee packs and executive-level program updates.
- Drive action tracking and follow-ups across stakeholders to ensure timely closure of critical decisions and deliverables.
- Support management of scope, change requests, requirements and key program decisions.
- Track readiness across key transformation phases including discovery, solution design, development, testing, UAT, deployment and hypercare.
- Coordinate dependencies across AI/GenAI components such as LLM solutions, knowledge bases, conversational AI, agent assist, call summarization, quality monitoring and workflow automation.
- Monitor key transformation KPIs, including deployment progress, adoption, automation, customer experience, operational efficiency and business benefits.
- Support identification and escalation of delivery risks related to data quality, AI performance, integrations, testing, security, compliance and operational readiness.
- Ensure program documentation, decisions, action logs and governance artifacts are maintained and up to date.
Key Skills & Competencies
- 7-10 years of experience in PMO, program management, transformation or consulting, preferably within contact centre, CX or digital transformation.
- Strong understanding of contact centre operations and transformation journeys.
- Experience working on AI, Generative AI, automation, conversational AI or digital transformation programs is preferred.
- Strong proficiency in MS Excel, PowerPoint and project management tools.
- Excellent stakeholder management and communication skills, with the ability to work with CXOs, business teams, technology teams and implementation partners.
- Strong analytical, problem-solving and organizational skills.
- Ability to manage multiple workstreams, competing priorities and tight timelines in a complex transformation environment.
- Strong understanding of program governance, RAID management, dependency management and executive reporting.
- Ability to translate complex technology and AI topics into clear business-level updates and actionable insights.
Preferred Qualifications
- MBA / equivalent postgraduate qualification preferred.
- PMP / PRINCE2 / Agile certification is an advantage.
- Prior experience in Contact Centre Transformation, Customer Experience, GenAI or Enterprise Technology Transformation is highly desirable.
Level & Experience:
- 7-10 years of experience in PMO, program management, transformation or consulting.
Location and way of working
- Base location: Bangalore
- Working from the office at least 3 days a week is mandatory, with a hybrid model tailored to each domain’s specific needs.
- Education: MCA/ Mtech/ MBA/ B. Tech/ BBA/ BSC/ BE/ B.Com
Success in the Role
Success will be measured by strong program governance, timely delivery of milestones, proactive risk and dependency management, effective stakeholder alignment and visibility of business outcomes across the transformation.