Business Transformation Manager

About Firstsource

Firstsource Solutions Limited is a global Business Process Management (BPM) organization and part of the RP-Sanjiv Goenka Group. Listed on the NSE & BSE, Firstsource partners with leading global brands across Banking & Financial Services, Healthcare, Communications, Media & Technology, Retail and Utilities. With delivery centers across India, the US, UK, Philippines and other global locations, Firstsource combines domain expertise, digital transformation, analytics, automation and AI to reimagine business processes at scale.

What is UnBPO™?

UnBPO™ is Firstsource’s differentiated operating philosophy.

It moves beyond traditional BPO models to:

• Redesign processes instead of merely executing them
• Embed automation, AI, and analytics into core workflows
• Deliver measurable business outcomes rather than transactional output
• Combine human expertise with digital augmentation
• Build agile, insight-driven, future-ready operating models

UnBPO™ reflects Firstsource’s commitment to “uncommon thinking” — challenging legacy delivery frameworks and transforming operations through data, technology, and human-centric design.

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

1️⃣ Operational Excellence & Process Transformation

• 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.

2️⃣ Digital Transformation & Automation

• 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.

3️⃣ Productivity & Cost Optimization

• Drive measurable improvements in:
• AHT reduction
• Turnaround Time (TAT)
• Cost per transaction
• FTE optimization
• Develop productivity benchmarks and workforce optimization strategies.
• Deliver sustainable cost savings while maintaining compliance and quality.

4️⃣ Customer Experience (CX) Enhancement

• 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.

5️⃣ Data-Driven Governance & Analytics

• 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.

6️⃣ Leadership & Stakeholder Management

• 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.
• Mentor ops projects

Required Qualifications & Experience

• 12–18+ years of experience in Banking/ US Mortgage operations.
• Strong relevant experience in Contact Center & Backoffice environments.
• Certified Lean Six Sigma Black Belt (preferred).
• Proven experience in Digital Transformation / Automation programs.
• Strong analytical and data interpretation skills.

Behavioral Competencies

• Strategic thinker with execution excellence
• High ownership & accountability
• Strong influencing and stakeholder management skills
• Data-driven decision maker
• 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.