IVR Manager

About the role

We are looking for an experienced IVR Manager to lead the operational and analytical support of our Interactive Voice Response solutions. You will work closely with business partners to improve system performance, drive innovation, and enhance the customer experience.

Key responsibilities

• Provide day‑to‑day operational and analytical support for IVR technology, including metric reporting and troubleshooting.
• Act as the subject‑matter expert for all technical aspects of IVR.
• Analyze customer‑level data to identify improvement opportunities and make actionable recommendations.
• Lead process documentation, skills development initiatives, and the creation of business cases.
• Explore and implement new technology standards to boost system performance and customer experience.
• Deliver regular status updates to management, highlighting risks and mitigation strategies.
• Plan, design, and execute IVR solutions and cross‑functional projects from concept through implementation.
• Lead UAT and PIV testing efforts for IVR deployments.
• Engage and influence cross‑functional teams to ensure high‑quality project delivery within scope and timelines.
• Map and redesign critical processes, monitor performance, and apply corrective actions as needed.

Required profile

• Strong analytical and problem‑solving abilities with a creative approach to solutions.
• Proven experience with IVR technology and contact‑centre operations.
• Solid financial and business acumen for developing business cases and forecasts.
• Excellent communication skills across all organizational levels.
• Demonstrated ability to lead cross‑functional teams and manage change.

Required skills

• IVR technology
• Contact centre operations
• UAT (User Acceptance Testing)
• PIV testing
• Process mapping

What we offer

• Opportunity to shape innovative IVR solutions within a leading financial services brand.
• Collaborative, supportive work environment.
• Career growth in a fast‑expanding organization.