Associate Director - Operations

You will be responsible for maintaining positive working relationships with clients, focusing on premier customer service in a growth-oriented environment. Additionally, you will support leadership and Business Development teams in new customer engagement by providing operational expertise. You will design and implement strategies to exceed customer expectations, collaborate with cross-functional teams to create innovative solutions, and develop the next generation of operational leaders. Key Responsibilities: - Own P&L and ensure delivery on all SLAs as per contractual obligations with clients - Drive efficiencies and productivity within the operations - Maintain appropriate staffing patterns based on client needs and volumes - Implement a best-in-class quality framework for enhanced customer satisfaction - Develop performance measures aligned with the company's strategic direction - Foster an organizational culture with high levels of employee engagement - Establish a robust succession plan for organizational sustainability - Provide leadership and direction to ensure operational effectiveness Qualifications Required: - Bachelor's Degree in Business Administration, Finance, or a related discipline; MBA will be an added advantage - Minimum 10 years of experience, preferably in the banking and financial services sector, with a desirable background in BPO - Proven experience in AU & NZ mortgage operations Please note that Firstsource follows a fair, transparent, and merit-based hiring process. They do not ask for money at any stage and advise candidates to verify through official channels or @firstsource.com email addresses.,