Client Solutions & Practitioner, BFS Digi-Ops BPO

Role Summary:

The Client Solutions & Practitioner for Banking, Financial Services (BFS) Digital Operations (Digi-Ops) BPO is a senior leadership position responsible for driving the growth, innovation, and delivery of digital BPO services. This individual will be a strategic partner focusing on identifying client challenges, designing transformative solutions, and ensuring the seamless execution of BPO solutioning. The role requires a unique blend of business development acumen, deep domain expertise in BFS and digital operations, and strong leadership capabilities.

Key Responsibilities:

• Practice Leadership & Strategy:

• Define and lead the strategic direction of the BFS Digi-Ops BPO service offerings, go-to-market strategies, and solution roadmaps.
• Stay abreast of industry trends, technological advancements (e.g., AI, automation, blockchain), and regulatory changes in the BFS space.
• Act as a thought leader, creating and presenting content for industry events, publications, and client discussions.

• Client Solutions & Business Development:

• Lead the entire solutions life cycle, from identifying client needs and crafting compelling proposals to negotiating contracts and ensuring successful project handovers to delivery teams.
• Collaborate with sales and pre-sales teams to create and present tailored, value-driven solutions for new and existing clients.
• Identify and drive new revenue streams by upselling and cross-selling digital BPO services to existing clients.
• Lead continuous improvement initiatives within the practice, leveraging data and client feedback to enhance service delivery and operational efficiency.
• Foster a culture of innovation, collaboration, and client-centricity within the team.

Required Skills and Qualifications:

• Education:

  A Bachelor's degree in Business, Finance, or a related field is required. An MBA or equivalent advanced degree is preferred.

• Experience:

• 12+ years of experience in the BPO/IT services industry, with at least 5 years in a senior leadership role focused on client solutions and practice management.
• Deep and demonstrable domain expertise in the Banking and Financial Services sector, including a strong understanding of core banking processes, digital transformation, and regulatory frameworks.
• Proven track record of designing, selling, and delivering large-scale digital operations and BPO solutions.

• Technical & Functional Skills:

• Knowledge of digital technologies, including Robotic Process Automation (RPA), Artificial Intelligence (AI), Machine Learning (ML), and analytics.
• Strong financial acumen.

• Leadership & Soft Skills:

• Exceptional communication, presentation, and negotiation skills.
• Excellent problem-solving skills and a strategic mindset.
• Flexibility and adaptability to thrive in a fast-paced, evolving business environment.