Associate Director - Business Transformation at Firstsource - ScoutJobs - The AI-curated global job board
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Firstsource
Posted 13 hours ago

Associate Director - Business Transformation

FirstsourceAssociate Director - Business Transformation

Requirements

expertise in banking operations, expertise in customer contact environments, change management skills, stakeholder engagement skills, Lean Six Sigma coaching, program management

Skills

AIRPASix Sigma

About the role

Responsibilities

  • Lead the strategy, design, and execution of large-scale digital transformation initiatives across banking back-office operations and contact center functions.
  • Define and drive the digital transformation roadmap, implementing automation, AI, data analytics, and digital platforms to optimize workflows.
  • Re-engineer banking processes such as customer onboarding, card servicing, payments, and compliance checks to reduce cycle times and manual effort.
  • Transform contact centers into omnichannel, AI-enabled engagement hubs using RPA, Conversational AI, and next-gen workflow orchestration.
  • Collaborate with senior leadership and technology partners to align transformation programs with business goals and communicate outcomes to executives.
  • Deploy frameworks to improve process performance on the shop floor, including leading VSM and Problem-Solving Workouts.
  • Mentor and coach teams on Lean Six Sigma methodologies to drive quality performance and continuous improvement.

Requirements

  • Deep expertise in banking operations and customer contact environments.
  • Proven experience in program management and leading large-scale digital transformation projects.
  • Strong change management and stakeholder engagement skills.
  • Expertise in Lean Six Sigma coaching and process improvement methodologies.
  • Ability to implement and manage emerging technologies such as AI, RPA, and data analytics.

About the Company

Firstsource is a leading provider of business process management services, helping global organizations transform their operations through digital innovation and process excellence.

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Associate Director - Business Transformation

Firstsource · Mumbai

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