About The Job

About Firstsource

Firstsource Solutions Limited is a global Business Process Management (BPM) organization and part of the RP-Sanjiv Goenka Group. Listed on the NSE & BSE, Firstsource partners with leading global brands across Banking & Financial Services, Healthcare, Communications, Media & Technology, Retail and Utilities. With delivery centers across India, the US, UK, Philippines and other global locations, Firstsource combines domain expertise, digital transformation, analytics, automation and AI to reimagine business processes at scale.

What is UnBPO™?

UnBPO™ is Firstsource’s differentiated operating philosophy.

It Moves Beyond Traditional BPO Models To

Redesign processes instead of merely executing them
Embed automation, AI, and analytics into core workflows
Deliver measurable business outcomes rather than transactional output
Combine human expertise with digital augmentation
Build agile, insight-driven, future-ready operating models





UnBPO™ reflects Firstsource’s commitment to “uncommon thinking” — challenging legacy delivery frameworks and transforming operations through data, technology, and human-centric design.

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 e

📌 Senior Manager (Gurugram)
🏢 Firstsource
📍 Gurugram