Associate Director - Operations

Job Description

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 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 Maintain robust succession plan to ensure organizational sustainability Provide leadership and direction to ensure effectiveness of operations Key Performance Indicators Profitability Customer Satisfaction Revenue growth from existing clients Employee Engagement and Talent Development Business 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.