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-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
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Job Summary :
The position is to lead operations for India delivered Contact Center operations for Firstsource’s US / North America Banking, Mortgage and Financial Services. The role is accountable for :
- Development and preparation of short-term and long-range plans and budgets based upon broad organization and business unit goals and objectives
- Understanding, reviewing, governing and ensuring contracted commitments (including but not limited to just SLA’s/KPI’s) are met sustainably and proactive actions are taken to do so
- Involvement in Sales , Solutions and Transitions to grow the business and establish differentiated Value proposition that is instrumental in growing wallet share and new client acquisition
- Bring best in class and Innovative contact center operations practices and strategic view to ensure continued and high and levels of customer satisfaction, employee satisfaction and value addition beyond the contract
- Growing and Managing teams of more than 3000 headcount across multiple sites in India with best in class retention rates, employee satisfaction and loyalty and people development practices
- Meet and exceed revenue and revenue growth targets; meet and exceed margin targets , cost management – strategic and tactical, on a monthly, quarterly and annual basis
- Instrumental in establishing Firstsource as preferred partner or partner of choice positioning in clients , bring strong operational and executive stakeholder engagement skills
- Represent and build the Firstsource Brand
- Establishing and Running the “Center of Excellence” delivery ops
- Co-owning new product /Serviceand business lines
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Knowledge, Skills & Ability:
- At least 10 years’ experience in Banking and Financial Services Contact Center Operations in Mortgage, Retail Banking, Credit cards having managed teams of 2000 + India based workforce with at least 5 years having supported Large US / North America based Banks / Mortgage clients.
- At least 10 years of Banking and Financial Services or allied Industry .
- Experience of driving large scale transformation in contact center operations
- Eye for detail and numbers, ability to understand call center operational parameters and keen understanding of what these parameters imply and translate to on the ground
- Entrepreneurial with strong Financial and business acumen with an eye for risk and proactive risk mitigation
- Hands on, Decisive and Independent operator yet collaborative and brings stakeholders along.
- Natural peoples person and people leader and ability to inspire confidence , trust in people and teams
- Enjoys customer interactions and has ability to use power of articulation, experience, data, logic , insights to drive change in customers minds
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Position Reports to :
-EVP Banking and Financial Services Operations
Position Works with :
- Transition Teams
- Sales Teams
- Solution Teams
- HR & Talent acquisition Departments
- IT DePartments
- Executive Leadership
- Finance Teams
- Process Excellence and Transformation Departments
- External Partners
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⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
