Associate Director

Associate Director - Operations for our Banking Financial Services verticalLocation: Mexico City (in-office)Business Unit: Mortgage and BankingShift: Mid / US TimeJob 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 opsKnowledge, Skills & Ability:- At least 10 years' experience of Contact Center Operations, ideally in Mortgage and/or Retail Banking.Have experience managing teams of 500+ Mexico based workforce with at least 5 years having supported Large US / North America based Banks / Mortgage clients- At least 15 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 mindsPosition 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