Associate Director - Process Excellence

Date:May 18, 2026

Location:Mumbai, IN

Requisition ID:21717

Description:
About Firstsource
- Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role & Responsibilities

Role: The Digital Transformation Director will lead the strategy, design,



and execution of large-scale digital transformation initiatives across the multiple bank’s back-office operations and contact center functions. This role is responsible for reimagining customer journeys, modernizing legacy processes, driving automation, and implementing next-generation digital technologies (AI, RPA, analytics, cloud platforms, omnichannel engagement tools) to deliver efficiency, scalability, and superior customer experience.
Responsibilities:
Strategy & Leadership
- Define and drive the digital transformation roadmap for back-office and contact center operations, aligned with the bank’s business strategy.
- Lead a cross-functional team to implement automation, AI, data analytics, and digital platforms to optimize workflows and customer interactions.
- Serve as a change agent, championing a digital-first culture across operations

Operational Transformation
- Stay ahead of industry trends and emerging technologies to continuously modernize operations
- Enable data-driven decision-making b

📌 Associate Director (Mumbai)
🏢 Firstsource Healthcare
📍 Mumbai