Business Transformation Manager

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource's inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job location : Mumbai/Gurugram

Role: Manager- Business Transformation

Industry: BPM

Experience : 12+ years of experience in relevant role.

Role Overview

We are seeking a high-impact, strategic leader to drive Operational Excellence and Digital Transformation across Contact Center and Backoffice Operations within Banking and US Mortgage.

This role will lead large-scale transformation initiatives focused on productivity enhancement, customer experience (CX), cost optimization, and digital enablement through automation, AI, and workflow solutions.

The ideal candidate will combine deep domain expertise in Banking / US Mortgage with strong Lean/Six Sigma capability, digital transformation experience, and experience in managing large, complex operations.

Key Responsibilities

Operational Excellence & Process Transformation

· Lead end-to-end process re-engineering initiatives across Contact Center and Backoffice functions.

· Drive Lean / Six Sigma programs to improve efficiency, reduce waste, and enhance service quality.

· Standardize and harmonize processes across geographies and business units.

· Build a continuous improvement culture across operations.

Digital Transformation & Automation

· Identify and implement automation opportunities (RPA, AI, Workflow platforms).

· Lead digital roadmap including intelligent automation, self-service solutions, and analytics enablement.

· Partner with technology teams to deploy scalable digital solutions.

· Improve STP (Straight Through Processing) and reduce manual intervention.

Productivity & Cost Optimization

· Drive measurable improvements in:

· AHT reduction

· Turnaround Time (TAT)

· Cost per transaction

· FTE optimization

· Develop productivity benchmarks and workforce optimization strategies.

· Deliver sustainable cost savings while maintaining compliance and quality.

Customer Experience (CX) Enhancement

· Improve NPS / CSAT through process redesign and digital enablement.

· Implement Voice of Customer (VoC) analytics.

· Reduce repeat contacts and complaint volumes.

· Enable omni-channel experience improvements.

Data-Driven Governance & Analytics

· Establish KPI dashboards and performance governance frameworks.

· Leverage data analytics for decision-making and forecasting.

· Drive predictive insights for volume planning and risk mitigation.

· Ensure SLA adherence and regulatory compliance.

Leadership & Stakeholder Management

· Lead large cross-functional teams (Contact Center + Backoffice).

· Engage senior stakeholders across Operations, Transformation, Technology, Risk, Compliance, and Client leadership.

· Drive change management and stakeholder buy-in for transformation programs.

· Mentor ops projects

Required Qualifications & Experience

· 12–18+ years of experience in Banking/ US Mortgage operations.

· Strong relevant experience in Contact Center & Backoffice environments.

· Certified Lean Six Sigma Black Belt (preferred).

· Proven experience in Digital Transformation / Automation programs.

· Strong analytical and data interpretation skills.

Behavioral Competencies

· Strategic thinker with execution excellence

· High ownership & accountability

· Strong influencing and stakeholder management skills

· Data-driven decision maker

· Transformation mindset with bias for action

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.