Director, Call Center Operations Control
Onity Group Inc. (company site, opens in a new tab)15–18 yrsBengaluruHybridDirect career pageEst. 35–55 LPA
Posted on 17 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead governance, controls, operational risk, compliance and quality oversight for Contact Center Operations ensuring effective processes and technology adherence to enterprise and regulatory standards.
- Own Contact Center performance management including KPIs, executive reporting, Management Business Reviews, Balanced Scorecards, and drive accountability for improvement initiatives.
- Lead financial analysis, AI-enabled controls and automation strategy, technology change governance, system testing, and operational readiness for Contact Center technology deployments.
Minimum Requirements
- Bachelor's Degree in Accounting, Finance, Business Administration or related discipline.
- CA qualification is mandatory.
- 15-18 years of progressive experience in Operational Risk, Internal Controls, Compliance, Audit, Accounting, Finance, or Financial Services Operations.
- Minimum 5 years of direct leadership experience managing professional teams.
Ideal Candidate Profile
- Experienced leader in governance and controls within a highly regulated financial services or mortgage servicing environment.
- Strong expertise in financial analysis, budgeting, forecasting, and business performance management with ability to influence senior leadership.
- Proven track record leading operational transformation, technology modernization, AI, automation or analytics implementations in contact center or similar operations.