Unit Manager - Tech Transformation/Senior Unit Manager

Job Purpose


The role is responsible for defining and driving DMS AI strategy. Establish and lead the AI Projects PMO DMS transformation. Delivering key DMS Tech Transformation projects:

1. AI Voice bot across various call types
2. Agentic model for Reforecasting Capacity Planning
3. Agentic workflow for Free Collection, Gen-AI Calling, Allocation and Refer-out
4. Smart summary info and triggers for better performance management and early resolution
5. End to End Agentic DIY workflow for Partner Onboarding
6. Bounce cure counselling using Gen-AI calling

Duties and Responsibilities

Principal Accountabilities (A Key)

Identifying use cases by working with business teams

Evaluate AI capabilities in the market to solve for use case / build solution inhouse by working with technology team

Manage end to end implementation of the capability and delivery of use case

Track, monitor effectiveness of implementation of AI capabilities and drive adoption of capabilities across the organization

Drive cost benefit analysis and value analysis for the organization to pick up relevant AI capabilities

Enable cost save, revenue generation, productivity enhancement and quality due to AI intervention."

Delivery Management: Run sprints, maintain backlogs, manage UAT, and track defects to closure; ensure release readiness (runbooks, rollback, comms).

Documentation Training: Maintain solution docs, SOPs, and KT for Ops/Support; support training and golive hypercare.

Additional Accountabilities

Continuous Improvement: Gather user feedback, measure adoption, and propose enhancements to improve productivity and outcomes of AI projects.

Monthly Tracker, MNL, KRA KPIs tracking publishing to relevent stakeholders in timely manner.

Key Decisions / Dimensions

Story slicing and acceptance criteria; test coverage and nonfunctional thresholds

Sequencing of integrations and mock strategies during phased rollouts

Major Challenges

Aligning diverse stakeholder requirements into a single, feasible increment

Managing dependencies across multiple systems/environments

Ensuring quality and compliance within tight release windows

Required Qualifications and Experience


a) Qualifications

B.E./B.Tech

Skills Knowledge Work Experience
2-3 years expericen in AI or large scale projects for BFSI core/collections/servicing systems

Hands on experience in ZBB, BPR/DPR, Draw.io process mapping.