Associate Director Business Transformation

Firstsource; Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is seeking a high-impact leader to drive operational excellence and digital transformation across Contact Center and Backoffice Operations within Banking and US Mortgage.

This role requires deep domain expertise, Lean/Six Sigma, automation, and data analytics to deliver measurable cost savings, improved CX, and scalable digital solutions while guiding cross-functional teams and managing stakeholder expectations.

Qualifications

• 12-18+ years of experience in Banking/ US Mortgage operations.
• Strong experience in Contact Center & Backoffice environments.
• Proven experience in Digital Transformation / Automation programs.
• Strong analytical and data interpretation skills.
• Strategic thinker with execution excellence
• High ownership & accountability
• Strong influencing and stakeholder management skills
• Transformation mindset with bias for action

Responsibilities

• Lead 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.
• Identify 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 and reduce manual intervention.
• Drive measurable improvements in AHT reduction, FTE optimization, and productivity benchmarks.
• Deliver sustainable cost savings while maintaining compliance and quality.
• Improve NPS / CSAT through process redesign and digital enablement.
• Enable omni-channel experience improvements.
• Establish 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.
• Lead large cross-functional teams across Contact Center + Backoffice.
• Engage senior stakeholders across Operations, Transformation, Technology, Risk, Compliance, and Client leadership.

Skills

Lean Six Sigma

Digital Transformation

Data analytics

Stakeholder management

Change management

Strategic thinking

Tools

RPA

AI

Workflow platforms

Job description

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.

Job location : Gurugram

Position : Associate Director- Business Transformation

Division : BPO

Experience : 12-18+ years of experience in Banking/ US Mortgage operations.

Role Overview

We 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 strong Lean/Six Sigma capability, digital transformation experience, and experience in managing large, complex operations.

Key Responsibilities

• Lead 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.
• Identify 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.
• Drive measurable improvements in:
• AHT reduction
• FTE optimization
• Develop productivity benchmarks and workforce optimization strategies.
• Deliver sustainable cost savings while maintaining compliance and quality.
• Improve 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.
• Establish 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.
• Lead 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.

Required Qualifications & Experience

• 12-18+ years of experience in Banking/ US Mortgage operations.
• Strong relevant experience in Contact Center & Backoffice environments.
• Proven experience in Digital Transformation / Automation programs.
• Strong analytical and data interpretation skills.
• Strategic thinker with execution excellence
• High ownership & accountability
• Strong influencing and stakeholder management skills
• Transformation mindset with bias for action

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.

Contact Person

Email [e-mail]