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 and strategic view to ensure continued and high levels of customer satisfaction,



employee satisfaction and value addition beyond the contract
- Growing and Managing teams across multiple engagements with best-in-class retention rates, employee satisfaction, loyalty and people development practices
- Meet and exceed revenue and growth targets; meet and exceed margin targets, cost management – strategic and tactical, on a monthly, quarterly and annual basis
- Instrumental in establishing Firstsource as preferred partner or partner of choice positioning in client discussions, bring strong operational and executive stakeholder engagement skills
- Establishing and running a “Center of Excellence” for contact center delivery ops

Knowledge, Skills & Ability
- At least 10 years’ experience of Contact Center Operations, ideally in Mortgage and/or Retail Banking. Have experience managing teams of 200+ Mexico based workforce with at least 5 years having supported Large US / North America based Banks / Mortgage clients. Colle

📌 Associate Director (Ciudad de México)
🏢 Firstsource
📍 Ciudad de México