A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location :Bangalore/Mumbai
Position :Director Operations- US Mortgage Servicing
Division : US Mortgage
Responsibilities :
1. To deliver to the client in the metrics of productivity, quality and time
2. Ensure productivity (in terms of time taken per unit output) as per client specification during the ramp up stage and the steady stage.
3. Direct supervision of Manager – Operations who manage shifts and teams
4. Ensure quality of output independently assessed by the quality team and client feedback.
5. Ensure delivery of specified productivity and quality within the time frame during the ramp-up stage and the steady stage
6. To lay down robust processes to plan, control and monitor the metrics of productivity and quality to provide leadership to the entire team.
7. Create a culture that promotes performance, transparency and participation
8. Ensure that employees are highly motivated and performing to their full potential by providing -Reward and recognition -Employee satisfaction -Performance management- role definition for operations team, restructuring, promotions, reassignments and appraisals
9. Training – Understanding training requirements and Developing and implementing programs
10. Overall growth and development
11. Client Relationship Management
12. Profitability of the process
13. Optimization of revenues
14. Control expenses
15. Projections and budgets
16. The key challenge in this assignment would be to manage the stakeholders (internal as well as external) in a highly dynamic environment and ensure that delivery standards are maintained in a dynamic market environment.
17. Would be responsible for building and leading large teams including managers and senior managers
18. Provide leadership and direction to experienced management team.
19. Responsible for Customer SLAs, Productivity, Cost Effectiveness, Capacity Utilization, planning, and control of all related metrics.
20. Responsible for forward planning, staff progression and succession planning
21. Responsible for identifying and managing operational risk, ensure compliance to all regulatory requirements.
22. Responsible for recruitment, retention and other operational competencies like Quality, Training & process improvement.
23. Installing optimal processes, leading quality initiatives, adopting best practices and continuously improving through innovation to stay ahead in the market.
24. Identify new service offering by leveraging current business opportunities from existing clients. 25. Act as a Brand Ambassador for the Business Unit and project a highly professional image to the Business.
Education Qualifications:
1. Bachelors Degree (mandatory)
2. Masters Degree
Contact details
Rashmi Mall
Email- [email protected]