Associate Director - Operations

Location: San Lorenzo Tenochtitlán

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 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

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