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...