Chief Operations Officer (COO)

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 :

~ At least 10 years' experience of Contact Center Operations, ideally in Mortgage and / or Retail Banking. Have experience managing teams of 500+ Mexico based workforce with at least 5 years having supported Large US / North America based Banks / Mortgage clients

~ At least 15 years of Banking and Financial Services or related Industry

~ Experience of driving large scale transformation into contact center operations

~ Eye for detail and numbers, ability to understand call center operational parameters and keen understanding of what these parameters imply and translate to on the ground

~ Entrepreneurial with strong Financial and business acumen with an eye for risk and proactive risk mitigation

~ Hands on, decisive and independent operator, yet collaborative and brings stakeholders along

~ Natural people's person and ability to inspire confidence, trust in people and teams

~ Enjoys customer interactions and has ability to use power of articulation, experience, data, logic, insights to drive change in customers minds

Position Reports to :

• VP / COO Mexico site (directly)
• VP Operations- Global Contact center (indirectly)

Position Works with :

Transition Teams

Sales Teams

Solution Teams

HR & Talent acquisition Departments

IT Departments

Executive Leadership

Finance Teams

Process Excellence and Transformation Departments

External Partners