Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job location : Mumbai/Gurugram

Role: Manager- Business Transformation

Industry: BPM

Experience : 12+ years of experience in relevant role.

Role Overview





We are seeking a high-impact, strategic leader to drive Operational Excellence and Digital Transformation across Contact Center and Backoffice Operations within Banking and US Mortgage.

This role will lead large-scale transformation initiatives focused on productivity enhancement, customer experience (CX), cost optimization, and digital enablement through automation, AI, and workflow solutions.

The ideal candidate will combine deep domain expertise in Banking / US Mortgage with robust Lean/Six Sigma capability, digital transformation experience, and experience in managing large, complex operations.

Key Responsibilities

Operational Excellence & Process Transformation

· Lead end-to-end process re-engineering initiatives across Contact Center and Backoffice functions.

· Drive Lean / Six Sigma programs to improve efficiency, reduce waste, and enhance service quality.

· Standardize and harmonize processes acr

📌 Business Transformation Manager (Mumbai)
🏢 Firstsource
📍 Mumbai