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

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

• At least 10 years’ experience of Contact Center Operations, ideally in Mortgage and/or Retail Banking. Have experience managing teams of 200+ Mexico based workforce with at least 5 years having supported Large US / North America based Banks / Mortgage clients. Collections experience preferred.
• At least 10 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

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

• Transition Teams
• Solution Teams
• HR & Talent acquisition Departments
• IT Departments
• Finance Teams
• Process Excellence and Transformation Departments