Associate Director - Operations

Associate Director - Operations for our Banking Financial Services vertical

Location : Mexico City (in-office)

Business Unit : Mortgage and Banking

Shift : Mid / US Time

Job Summary :

The position is to lead operations for BFS Mexico delivered Contact Center operations for Firstsource’s US / North America Banking, Mortgage and Financial Services. The role is accountable for :

• Development and preparation of short-term and long-range plans and budgets based upon broad organization and business unit goals and objectives
• Understanding, reviewing, governing and ensuring contracted commitments (including but not limited to just SLA’s / KPI’s) are met sustainably and proactive actions are taken to do so
• Involvement in Sales, Solutions and Transitions to grow the business and establish differentiated Value proposition that is instrumental in growing wallet share and new client acquisition
• Bring best in class and Innovative contact center operations practices and strategic view to ensure continued and high levels of customer satisfaction, employee satisfaction and value addition beyond the contract
• Growing and Managing teams across multiple engagements with best-in-class retention rates, employee satisfaction, loyalty and people development practices
• Meet and exceed revenue and growth targets; meet and exceed margin targets, cost management – strategic and tactical, on a monthly, quarterly and annual basis
• Instrumental in establishing Firstsource as preferred partner or partner of choice positioning in client discussions, bring strong operational and executive stakeholder engagement skills
• Establishing and running a “Center of Excellence” for contact center delivery ops

Knowledge, Skills & Ability :

Position Reports to :

Position Works with :