19/08 Rashmi
Senior Executive - TAG at Firstsource Solutions Ltd

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Vice President - Operations - Mortgage Servicing - BPO (15-24 yrs)

Bangalore Job Code: 733344

VP- Operations (Mortgage BU)

Purpose of the role:

Reporting to the COO of Mortgage BU, the VP - Operations has overall operational responsibility to manage multiple accounts for operational and financial performance.

Key responsibilities include delivering as per client SLAs with the objective of retaining; expanding/growing the current client accounts and ensure achievement of profitability targets as per the business plan and agreement. The holder of the role is also responsible for overseeing hiring, driving operational efficiency through high employee connect and engagement, overall client satisfaction and retention and client relationship management.

Roles& Responsibilities:


- Maintain positive working relationships with existing and new clients with a constant focus on premier customer service in a growth-oriented environment

- Support COO and Business Development teams in new customer acquisition by providing operational expertise needed to win new clients

- Designing and implementing business strategies- budgeting, planning, and evaluation of Operations

- Work with cross functional teams to help create innovative and transformational solutions for clients

- Develop the next generation of strong operational leaders


- Ownership of P&L for multi-location account

- Deliver on all SLAs as per contractual obligation with clients and drive efficiencies/productivity

- Develop and implement effective talent acquisition and development strategy

- Maintain adequate and appropriate staffing patterns based on client needs and volumes

- Institutionalize best in class quality framework to deliver enhanced customer delight

- Develop performance measures that support company's strategic direction

- Enable to build an organizational culturewith increased levels of employee engagement

- Maintain robust succession plan to ensure organizational sustainability

- Provide leadership and direction to management teams to ensure effectiveness of operations

- Maintain staff compliance with Company and HR policies and procedures

Key Performance Indicators:

- Profitability

- Customer Satisfaction

- Revenue growth from existing clients

- Employee Engagement and Talent Development

- Business Transformation

Reporting Structure:

- VP - Operations will report to the COO

VP- Operations :Success profile



- Bachelor's Degree in Business Administration, Finance or a related discipline . MBA will be an added advantage

- 14+years of experience (preferably in banking and financial services sector include BPO) with at least 4-5years- of experience in heading a large scale business unit

- Proven experience in managing large scale/ multi - location operations

Highly Desirable:

- Experience in the mortgage Servicing and origination vendor services space Know-How


- Thorough knowledge of Operations Management

- Financial management

- Human capital management


- Domain knowledge (Mortgage)

- Understanding of operating nuances for specific geographies that Firstsource Mortgage business operates in (US and India)

Personal Attributes/Traits

- Collaborative& consultative

- Socially confident

- Achievement oriented

- Creative

- Analytical

- Communicative Competencies

- Business Foresight - Ability to strategize &demonstrate deep business insight that helps identify & develop strategic opportunities

- Influencing

- Managing Transformation - Ability to work and lead transformations in a dynamic environment

- Fostering partnerships with internal and external stakeholders

- Working across boundaries - collaborative working towards a - One Firstsource- identity

- Decision making and problem solving skills

- Driving Excellence

Women-friendly workplace:

Maternity and Paternity Benefits

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