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Medium—recognized BPM brand and metro location but senior, domain-specific role limits applicant density.
High—role requires deep Banking/US Mortgage contact-center and backoffice expertise, limiting cross-industry transferability.
High—explicit 12+ years requirement plus mandatory Banking/US Mortgage operations and transformation expertise.
Lead end-to-end operational excellence and digital transformation initiatives across Banking and US Mortgage Contact Center and Backoffice operations.
Drive Lean/Six Sigma process re-engineering, automation (RPA, AI), and cost/productivity improvements such as AHT reduction, TAT improvement, and FTE optimization.
Manage large cross-functional teams and engage with senior stakeholders to implement scalable digital solutions and enhance customer experience (NPS, CSAT).
12–18+ years of experience in Banking / US Mortgage operations, specifically in Contact Center and Backoffice environments.
Certified Lean Six Sigma Black Belt preferred.
Proven experience in Digital Transformation and Automation programs involving AI, RPA, or workflow platforms.
Work Experience Required: 12–18+ years as specified. Notice period: Not explicitly mentioned in the JD.
Senior professional with deep domain expertise in Banking / US Mortgage large-scale operations.
Experienced leader who can manage cross-functional teams and complex stakeholder landscapes across Operations, Technology, Risk, and Compliance.
Strategic and data-driven executive capable of driving transformation through Lean Six Sigma and digital innovation to improve operational KPIs and customer experience.