Director of Client Services

1 week ago


Mumbai, Maharashtra, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website

Job location : Mumbai

Position : Director- Customer Experience

Division : BPM

Experience : 12+ years in CX industry background.

Roles and Responsibilities:


• Own the identification, definition and execution of CX projects across all parts of designated customers' business


• Define and develop processes and procedures for the CX team to ensure Firstsource accelerates its CX standard implementation; and that the standard operates with repeatable quality


• Assist the CX team to develop a structure for operational excellence, execution and governance


• Be an extension of DECX, including all focus areas, supporting and enabling the execution of the DECX Strategy


• Orchestrate diverse cross-functional teams ensuring project charters and execution meet the CX Ops standards


• Build positive relationships with key partners to maximize customer and employee experience improvement projects


• Be intimately knowledgeable about the local business, employee and customer needs


• Be an active knowledge manager for customer insights and the use of customer intelligence across the designated customer


• Provide regular CX performance updates across all parts of the customer journey


• Advocate for the customer perspective and be a role model for customer centricity

Key Qualifications:


• 5 years validated ability to develop global networks and drive measurable results


• Demonstrated success in influencing and leading cross-functional / sophisticated change


• Profound consultative skills: storytelling, executive presence, stakeholder management


• Good analytical skills; ability to use and visualize data inspire change


• Excellent organization; balance multiple priorities while delivering high level, impactful results


• Exceptional communication skills, especially listening Comfortable leading in constantly evolving, ambiguous environment


• Very good interpersonal skills for remote partnership and virtual leadership in a global context


• High degree of collaboration and persuasion skills


• Demonstrable experience delivering internal projects with quantifiable and sustained change


• Passionate about coaching and mentoring others to develop themselves and their careers


• Previous customer or employee experience management experience is a great value to the role


• Self-motivated, perseverant, professional and inclusive

Contact details

Neelam Sharma

Email-



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