Job
Description
C ompany Profile 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. To know more about Firstsource please visit our website www.firstsource.com Purpose of the role Reporting to the Director, the Associate Director Cap dev is responsible for Strategizing, conceptualizing & implementing Strategic learning framework, Automation initiatives, improvement projects that supports consistent delivery of client metrics & value to business. Responsible for managing onshore & Offshore training team for diverse businesses. Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the FSL values. Seasoned learning leader with experience in designing and implementation of end to end learning architecture in a Contact Centre environment Proactive management of identifying trends, producing root cause analysis and providing solutions Innovate and improve processes. Experience in implementation of Industry tools including but not limited to Gen.ai AI, RPA, ML and application to improve customer journey/Learning experience. Business Delivery: Create processes to enable Training interventions and practices across the life cycle of an employee- from hiring to production. Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes. Partner with Ops, Process Excellence, Analytics to deliver on key business outcomes Enhanced client delivery & reduce cost through process improvement, automation. Improve learning & learner experience through innovation. Able to bring in Industry standards and practices to improve overall delivery. Experience in implementing Automation projects based ML, AI, Gen,ai & RPA practices Manage health of compliance and business risk for all accounts by preempting risks and managing it timely In touch with industry standards of Training practices and partnering with cross functional teams to bring it to life Partner on TNI creation and advisor improvement journey Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client. Lead the Training function for migration of new businesses from the Client site to desired work location. Participate in business pitches and capability demonstration session with new and existing clients Work closely with the Client to understand their product/service and then design/customize the training content & Delivery to ensure efficient knowledge transfer as may be required. Manage delivery of KPI like STC/STP, Throughput, early tenure attrition, training time reduction, cost reduction, customer experience and risk management to name a few. People Delivery Manage a team Sr. Managers & Manager for all clients in Mortgage business Plan people development and succession planning for team. Identify KSA and plan upskilling of the team to meet business and industry standard. Responsible for peoples annual goals and month on month review Create a culture of Customer experience across all teams. Create a culture of learning and innovation across levels Experience and certifications. Required: Graduate/Postgraduate with 15+ years’ experience Experience in digital transformation using AI and RPA tools. Experience in leading Six sigma, lean projects Experience in leading client interactions Experience in working with diverse culture and multi-level Stakeholders. Experience in developing and implementing training practices successfully across various client Experience in transitioning new clients Mortgage industry expertise Six Sigma trained and certified Know-How Critical: Excellent communication & presentation skills. Planning and Execution skills. Ability to proactively identify current and future needs of the Center. Good Interpersonal skills and analytical skills Ability to manage Customer critical metric performance. Self-driven and Assertive
