Senior Manager - Business Transformation
Firstsource Solutions Limited (company site, opens in a new tab)12+ yrsGurugramOn-siteDirect career pageEst. 25–40 LPA
Posted on 31 Aug
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Reach people at Firstsource Solutions Limited
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Firstsource Solutions Limited you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- 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).
Minimum Requirements
- 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.
Ideal Candidate Profile
- 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.