Associate Director - Business Transformation

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.