Job Description Company Profile
n 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 UnBPOTM - 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.
n Job location : Mumbai/Gurugram
n Role: Manager- Business Transformation
n Industry: BPM
n Experience : 12+ years of experience in relevant role.
n Role Overview
n 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.
n 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.
n The ideal candidate will combine deep domain expertise in Banking / US Mortgage with solid Lean/Six Sigma capability, digital transformation experience, and experience in managing large, complex operations.
n Key Responsibilities
n Operational Excellence & Process Transformation




n · Lead end-to-end process re-engineering initiatives across Contact Center and Backoffice functions.
n · Drive Lean / Six Sigma programs to improve efficiency, reduce waste, and enhance service quality.
n · Standardize and harmonize processes across geographies and business units.
n · Build a continuous improvement culture across operations.
n Digital Transformation & Automation
n · Identify and implement automation opportunities (RPA, AI, Workflow platforms).
n · Lead digital roadmap including intelligent automation, self-service solutions, and analytics enablement.
n · Partner with technology teams to deploy scalable digital solutions.
n · Improve STP (Straight Through Processing) and reduce manual intervention.
n Productivity & Cost Optimization
n · Drive measurable improvements in:
n · AHT reduction
n · Turnaround Time (TAT)
n · Cost per transaction
n · FTE optimization
n · Develop productivity benchmarks and workforce optimization strategies.
n · Deliver sustainable cost savings while maintaining compliance and quality.
n Customer Experience (CX) Enhancement
n · Improve NPS / CSAT through process redesign and digital enablement.
n · Implement Voice of Customer (VoC) analytics.
n · Reduce repeat contacts and complaint volumes.
n · Enable omni-channel experience improvements.
n Data-Driven Governance & Analytics




n · Establish KPI dashboards and performance governance frameworks.
n · Leverage data analytics for decision-making and forecasting.
n · Drive predictive insights for volume planning and risk mitigation.
n · Ensure SLA adherence and regulatory compliance.
n Leadership & Stakeholder Management
n · Lead large cross-functional teams (Contact Center + Backoffice).
n · Engage senior stakeholders across Operations, Transformation, Technology, Risk, Compliance, and Client leadership.
n · Drive change management and stakeholder buy-in for transformation programs.
n · Mentor ops projects
n Required Qualifications & Experience
n · 12–18+ years of experience in Banking/ US Mortgage operations.
n · Strong relevant experience in Contact Center & Backoffice environments.
n · Certified Lean Six Sigma Black Belt (preferred).
n · Proven experience in Digital Transformation / Automation programs.
n · Strong analytical and data interpretation skills.
n Behavioral Competencies
n · Strategic thinker with execution excellence
n · High ownership & accountability
n · Strong influencing and stakeholder management skills
n · Data-driven decision maker
n · Transformation mindset with bias for action
n Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
n Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

📌 Business Transformation Manager (Raigarh)
🏢 Firstsource
📍 Raigarh