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

Strategic

Roles

& Responsibilities:

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 expertiseDesigning and implementing strategies to exceed customer expectationsWork with cross functional teams to help create innovative and transformational solutions for clientsDevelop 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/productivityMaintain adequate and appropriate staffing patterns based on client needs and volumesInstitutionalize best in class quality framework to deliver enhanced customer delightDevelop performance measures that support company’s strategic directionEnable to build an organizational culture with increased levels of employee engagementMaintain robust succession plan to ensure organizational sustainabilityProvide leadership and direction to ensure effectiveness of operations

Key Performance Indicators

Profitability
Customer SatisfactionRevenue growth from existing clientsEmployee Engagement and Talent DevelopmentBusiness Transformation

Critical

Bachelor’s Degree in Business Administration, Finance or a related discipline. MBA will be an added advantage
10+ years of experience (preferably) banking and financial services sector include

Desirable: BPO

Proven experience in AU & NZ mortgage operations
⚠️ 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.