BPO Senior Director

As Head of Banking Operations & Delivery, you will be responsible for overseeing end-to-end management of banking operations and service delivery. Your role will involve driving operational excellence, transformation, and client satisfaction across various global banking processes. Here is a breakdown of your key responsibilities: - Ensure compliance with regulatory and operational risk standards, both internal and external. - Manage transaction processing, reconciliations, settlements, and exception handling with a zero-defect focus. - Oversee large-scale transitions and migrations, ensuring seamless knowledge transfer and process stabilization. In terms of delivery leadership, you will: - Own end-to-end delivery of multiple client engagements aligned with contractual SLAs and KPIs. - Drive operational governance, manage P&L, resource allocation, and delivery excellence initiatives. - Develop and maintain strong client relationships through proactive issue resolution and strategic engagement. Regarding people leadership, you will: - Lead a diverse team of 300+ associates/managers across multiple locations. - Foster a high-performance culture emphasizing accountability, collaboration, and capability building. - Mentor and develop next-generation leaders to strengthen the succession pipeline. Your role will also involve championing automation, digital tools, and analytics-driven insights to enhance efficiency and reduce operational risk. Collaborating with technology and innovation teams to drive process re-engineering for efficiency and scalability is crucial. Additionally, you will lead transformation programs aligned with organizational and client strategic objectives. Key Skills & Competencies: - Proven experience in delivery management, client governance, and process excellence. - Exposure to transition management, operational transformation, and automation initiatives. - Strong leadership, stakeholder management, and cross-functional collaboration skills. - Sound understanding of compliance, risk management, and control frameworks within BFSI. - Proficiency in performance analytics, dashboarding, and productivity metrics. Educational Qualifications: - Graduate/Postgraduate in Commerce, Finance, or Business Administration. - Preferred certifications: Lean Six Sigma (Black Belt/Green Belt), PMP, or equivalent. Desired Attributes: - Strategic thinker with strong operational execution ability. - Excellent communication and negotiation skills. - Customer-centric mindset with a continuous improvement orientation. - Experience in managing global banking clients and multi-shore delivery environments.,