SVP - Operations

Reporting to the COO the SVP - Operations has overall operational responsibility to manage multiple accounts for operational and financial performance for global operations. 

Key responsibilities include delivering to organizational goal, financial metric, client SLAs with the objective of retaining; expanding/growing the current client accounts and ensure achievement of profitability targets as per the business plan and agreement. The holder of the role is also responsible for overseeing hiring, driving operational efficiency through high employee connect and engagement, overall client satisfaction and retention and client relationship management.  

Key Roles and Responsibilities:

• Strategic: 
• Develop enterprise operating models to ensure client delivery is at highest level.  
• Engage with key strategic clients to ensure positive working relationships with a constant focus on premier customer service in a growth-oriented environment 
• Collaborate with the COO and other organizational team teams in new customer acquisition by providing operational expertise needed to win new clients 
• Designing and implementing business strategies-  budgeting, planning, and evaluation of Operations 
• 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 for multi-location account  
• Deliver on all SLAs as per contractual obligation with clients and drive efficiencies/productivity  
• Develop and implement effective talent acquisition and talent development strategy 
• 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  
• Maintain robust succession plan to ensure organizational sustainability  
• Provide leadership and direction to management teams to ensure effectiveness of operations  
• Maintain staff compliance with Company and HR policies and procedures 
• Maintain the security, confidentiality, integrity and availability of information stored in the Sourcepoint’s computer networks and data communications infrastructure. All users of Sourcepoint systems are responsible for protecting those resources and the information processed, stored or transmitted.  For full details of your responsibility, please refer to the Sourcepoint Information Security Policy.
• Performs other related duties, as required. 

Key Performance Indicators: 

• Profitability 
• Customer Satisfaction  

• Revenue growth from existing clients 
• Employee Engagement and Talent Development  
• Business Transformation  
• Employee Retention and turnover 

Success Profile: 

Qualification & Experience (Critical and Desirable) 

• Bachelor’s Degree in Business Administration, Finance or a related discipline. MBA will be an added advantage 
• 14+ years of experience (preferably in banking and financial services sector include BPO) with at least 4-5 years’ of experience in heading a large scale business unit  
• Proven experience in managing large scale/ multi - location operations  
• Experience in the mortgage Servicing and origination vendor services space 

Know How (Critical and Desirable) 

• Thorough knowledge of Operations Management     
• Financial management 
• Human capital management 
• Understanding of operating nuances for specific geographies that Firstsource business operates in Mexico
• Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities 
• Influencing  
• Managing Transformation – Ability to work and lead transformations in a dynamic environment 
• Fostering partnerships with internal and external stakeholders 
• Working across boundaries – collaborative working towards a “One Firstsource” identity 
• Decision making and problem solving skills 
• Driving Excellence