Director - BPM Operations/Quality & AI Automation - BFSI Processes

Role Summary

Director - BPM (Operations, Quality & AI Automation) will spearhead enterprise-wide operational excellence initiatives, drive quality improvement, and lead AI/automation deployments across critical BFSI processes. The role demands a strong combination of operations leadership, process excellence expertise,and hands-on experience implementing advanced AI/ML or RPA solutions within a regulated financialenvironment.

The individual will partner with business, operations, technology, risk, and data science teams to optimize processes, strengthen compliance, enhance customer experience, and enable digital transformation.

Key Responsibilities

1. Strategic Leadership

- Develop and execute the enterprise BPM strategy aligned with organizational objectives.

- Drive large-scale transformation programs focused on operational efficiency, cost optimization, and service excellence.

- Create a roadmap for process standardization, automation, and digital maturity across business units.

2. Operational Excellence

- Lead cross-functional operational assessments to identify gaps and improvement opportunities.

- Implement Lean, Six Sigma, and other continuous improvement methodologies to enhance productivity and throughput.

- Establish KPIs, scorecards, and governance frameworks to monitor operational performance.

3. AI & Automation

Lead strategy, design, and deployment of automation initiatives such as:

- AI/ML models for decisioning, customer service, forecasting, etc.

- RPA, Intelligent Automation, and workflow automation

- Generative AI adoption across operational processes

- Collaborate with Data Science, IT, and Product teams to implement scalable AI-driven solutions.

- Evaluate and deploy tools related to NLP, chatbots, predictive models, digital workforce, OCR/ICR, and process mining.

- Ensure AI/automation initiatives are aligned with business goals, compliance, and risk frameworks.

4. Quality Management & Compliance

- Establish and maintain Quality frameworks and governance models across operations.

- Build and monitor quality scorecards, audit mechanisms, and RCA/CAPA frameworks.

- Drive reduction in operational defects, customer complaints, and compliance gaps.

5. Leadership & Stakeholder Engagement

- Lead a multidisciplinary team of Opex, Quality, and Automation experts.

- Partner with senior leadership to drive organizational transformation goals.

- Engage with external vendors/partners for automation and AI capabilities.

- Present complex data, improvement outcomes, and automation ROI to leadership and board committees.

6. Performance Reporting & Metrics

- Track KPIs such as efficiency gains, automation ROI, SLA adherence, quality improvement, and customer experience metrics.

- Build performance dashboards

- Drive governance through regular reviews and performance audits.

Qualifications

- Minimum 15-20 years of experience in Operations, Quality, Opex, or Automation within the BFSI sector.

- Experience managing enterprise-level AI/automation initiatives is essential.