Associate Director - Operations

As an Associate Director - Operations at Firstsource, your role involves maintaining positive working relationships with clients, providing operational expertise for new customer engagement, designing strategies to exceed customer expectations, and collaborating with cross-functional teams to create innovative solutions. Additionally, you will be responsible for developing the next generation of operational leaders and ensuring the effectiveness of operations. Your key responsibilities will include: - Owning the Profit & Loss (P&L) responsibilities - Ensuring delivery on all Service Level Agreements (SLAs) with clients and driving efficiencies and productivity - Maintaining appropriate staffing patterns based on client needs - Implementing a quality framework to enhance customer satisfaction - Developing performance measures aligned with the company's strategic direction - Fostering an organizational culture with high levels of employee engagement - Establishing a robust succession plan for organizational sustainability - Providing leadership and direction to optimize operations To qualify for this role, you should have: - A Bachelor's Degree in Business Administration, Finance, or a related discipline; MBA preferred - Minimum 10 years of experience, preferably in the banking and financial services sector, including BPO experience - Proven expertise in AU & NZ mortgage operations Firstsource Solutions Limited is a global business process services partner with a presence in various countries. The company focuses on providing transformational solutions across different industries. At Firstsource, they follow a fair, transparent, and merit-based hiring process, and never ask for money at any stage. It is advised to beware of fraudulent offers and always verify through their official channels or @firstsource.com email addresses.,