Associate Director - Operations

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-cantered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job Title: Associate Director- Operations

Roles & Responsibilities:

Strategic:

Maintain positive working relationships with clients with a constant focus on premier customer service in a growth-oriented environment

Support leadership and Business Development teams in new customer engagement by providing operational expertise

Designing and implementing strategies to exceed customer expectations

Work with cross functional teams to help create innovative and transformational solutions for clients

Develop the next generation of strong operational leaders

Operational

Ownership of P&L

Deliver on all SLAs as per contractual obligation with clients and drive efficiencies/productivity

Maintain adequate and appropriate staffing patterns based on client needs and volumes

Institutionalize best in class quality framework to deliver enhanced customer delight

Develop performance measures that support company’s strategic direction

Enable to build an organizational culture with increased levels of employee engagement