Company ProfileFirstsource 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 : GurugramPosition : Associate Director- Business TransformationDivision : BPOExperience : 12-18+ years of experience in Banking/ US Mortgage operations.Role OverviewWe 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 solid Lean/Six Sigma capability, digital transformation experience,



and experience in managing large, complex operations.Key Responsibilities1️⃣ Operational Excellence & Process TransformationLead 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 across geographies and business units.Build a continuous improvement culture across operations.2️⃣ Digital Transformation & AutomationIdentify and implement automation opportunities (RPA, AI, Workflow platforms).Lead digital roadmap including intelligent automation, self-service solutions, and analytics enablement.Partner with technology teams to deploy scalable digital solutions.Improve STP (Straight Through Processing) and reduce manual intervention.3️⃣ Productivity & Cost OptimizationDrive measurable improvements in:AHT reductionTurnaround Time (TAT)Cost per transactionFTE optimizationDevelop productivity benchmarks and workforce optimization strategies.Deliver sustainable cost savings while maintaining compliance and quality.4️⃣ Customer Experience (CX)



EnhancementImprove NPS / CSAT through process redesign and digital enablement.Implement Voice of Customer (VoC) analytics.Reduce repeat contacts and complaint volumes.Enable omni-channel experience improvements.5️⃣ Data-Driven Governance & AnalyticsEstablish KPI dashboards and performance governance frameworks.Leverage data analytics for decision-making and forecasting.Drive predictive insights for volume planning and risk mitigation.Ensure SLA adherence and regulatory compliance.6️⃣ Leadership & Stakeholder ManagementLead large cross-functional teams (Contact Center + Backoffice).Engage senior stakeholders across Operations, Transformation, Technology, Risk, Compliance, and Client leadership.Drive change management and stakeholder buy-in for transformation programs.Mentor ops projectsRequired Qualifications & Experience12–18+ years of experience in Banking/ US Mortgage operations.Strong relevant experience in Contact Center & Backoffice environments.Certified Lean Six Sigma Black Belt (preferred).Proven experience in Digital Transformation / Automation programs.Strong analytical and data interpretation skills.Behavioral CompetenciesStrategic thinker with execution excellenceHigh ownership & accountabilityStrong influencing and stakeholder management skillsData-driven decision makerTransformation mindset with bias for actionDisclaimer: 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.Contact PersonPadmapriya ShekarEmail

📌 Associate Director Business Transformation (Faridabad)
🏢 Firstsource
📍 Faridabad