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. Role Objective Build and lead the Firstsource Reporting Centre of Excellence — the single owner of how the enterprise measures, reports and consumes its data. The role sets reporting standards and governance across all BUs, creates an integrated data ecosystem as the single source of truth, and shifts the organisation from manual, fragmented reporting to governed self-service and AI-enabled intelligence. Success is measured by trust in the numbers, speed to insight, and reporting effort removed from the operation.

Key Responsibilities
• Lead the Reporting CoE — Build and run the CoE as the enterprise authority on reporting — driving standardisation, governance, operating standards and best practice across all BUs, and scaling the team, tooling and delivery model behind it.




• Create an integrated data ecosystem — Design and deliver a data lake / integrated ecosystem that links operational, workforce, quality and client data into a single source of truth, with a common data model and reliable, automated pipelines.
• Ensure data governance and authenticity — Institutionalise robust controls, validation routines, standard KPI and metric definitions, master data management and data quality frameworks so every number published is traceable, consistent and trusted.
• Enable self-service analytics — Deliver intuitive dashboards, visualisation standards and user-friendly reporting platforms that let BU and client teams answer their own questions — with enablement, adoption tracking and a governed semantic layer behind them.
• Lead reporting transformation — Drive the modernisation agenda using AI, predictive analytics and emerging technologies — automating manual reporting, introducing forward-looking and intelligent reporting, and tying it to measurable decision and business outcomes.
• Partner across the enterprise — Work with BU leadership, Operations Insights, Technology and client teams to prioritise the reporting roadmap, retire redundant reports and deliver against business need rather than request volume. Skills and Competencies Required
• Domain experience — BPO, contact centre, shared services, healthcare,



retail or BFSI environments, with a practical understanding of the operating metrics that matter in each.
• Enterprise reporting transformation — Exposure to large-scale reporting and data transformation programmes — from current-state assessment through platform migration to adoption at scale.
• Data governance and quality — Robust working knowledge of data governance, master data management and data quality frameworks, including KPI standardisation and control design.
• AI/ML and predictive analytics — Hands-on experience applying AI/ML, predictive analytics and intelligent reporting solutions to real operational problems.
• Platform and technical depth — Certifications or deep working experience in Microsoft Fabric, Azure, Power BI, data analytics or related technologies; comfortable engaging technical teams on architecture and design.
• Building and scaling a CoE — Proven experience setting up or scaling a Reporting / Analytics Centre of Excellence — operating model, governance, talent, demand management and service levels.
• Stakeholder management and influence — Credible with CXO and BU leadership; able to drive standardisation and retire legacy reporting across BUs without direct authority.
• Change management and communication — Takes platforms and standards from launch to adopted practice; translates fluently between technical teams and business users ⚠️ 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.

📌 Director COE (Hyderabad)
🏢 Firstsource
📍 Hyderabad