Associate Director - Operations

Associate Director - Operations for our Banking Financial Services vertical
Location: Mexico City (in-office)
Business Unit: Mortgage and Banking
Shift: Mid / US Time
Job Summary
The position is to lead operations for BFS Mexico delivered Contact Center operations for Firstsource's US / North America Banking, Mortgage and Financial Services.
The role is accountable for:
Development and preparation of short-term and long-range plans and budgets based upon broad organization and business unit goals and objectives
Understanding, reviewing, governing and ensuring contracted commitments (including but not limited to just SLA's/KPI's) are met sustainably and proactive actions are taken to do so
Involvement in Sales, Solutions and Transitions to grow the business and establish differentiated Value proposition that is instrumental in growing wallet share and new client acquisition
Bring best in class and Innovative contact center operations practices ...