Vice President

2 weeks ago

india Firstsource Full time

Company Profile


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, Mexico and Philippines. Our ‘rightshore’ delivery model offers solutions covering the 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


Purpose of the role

Reporting to the SVP , the VP/AVP Cap dev – is responsible for Strategizing, conceptualizing & implementing Strategic quality & learning framework, Automation initiatives, improvement projects that supports consistent delivery of client metrics & value to business. Responsible for managing onshore & Offshore quality & training team for diverse businesses. Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the FSL values.

§ Seasoned learning leader with experience in designing and implementation of end to end learning architecture in a Contact Centre environment

§ Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.

§ Proactive management of identifying trends, producing root cause analysis and providing solutions

§ Innovate and improve processes.

§ Experience in implementation of Industry tools including but not limited to Gen.ai AI, RPA, ML and application to improve customer journey/Learning experience.


Key Performance Indicators

Business Delivery:

  • Create processes to enable quality & training interventions and practices across the life cycle of an employee- from hiring to production.
  • US Healthcare Payer experience is a must
  • Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.
  • Partner with Ops, Process Excellence, Analytics to deliver on key business outcomes
  • Enhanced client delivery & reduce cost through process improvement, automation.
  • Improve learning & learner experience through innovation. Able to bring in Industry standards and practices to improve overall delivery.
  • Experience in implementing Automation projects based ML, AI, Gen,ai & RPA practices
  • Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
  • In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
  • Partner on TNI creation and advisor improvement journey
  • Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.

· Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance.

· Lead the Training function for migration of new businesses from the Client site to desired work location.

· Participate in business pitches and capability demonstration session with new and existing clients

· Work closely with the Client to understand their product/service and then design/customize the training content & Delivery to ensure efficient knowledge transfer as may be required.


Manage delivery of KPI like STC/STP, Throughput, early tenure attrition, training time reduction, cost reduction, customer experience and risk management to name a few.


People Delivery

  • Manage a team of AD/Dir and Sr. Managers for all clients in US Healthcare Payer business.
  • Plan people development and succession planning for team.
  • Identify KSA and plan upskilling of the team to meet business and industry standard.
  • Responsible for people’s annual goals and month on month review
  • Create a culture of Customer experience across all teams.
  • Create a culture of learning and innovation across levels


Experience and certifications.

Required: Graduate/Postgraduate with 15+ years’ experience

  • Experience in digital transitioning new clients
  • Health care (Payer/ Provider) expertise
  • Experience in digital transformation using AI and RPA tools.
  • Experience in leading Six sigma, lean projects
  • Experience in creating and managing strategic QA framework.
  • Experience in leading client interactions
  • Experience in working with diverse culture and multi-level Stakeholders.
  • Experience in developing and implementing training practices successfully across various client
  • Six Sigma trained and certified


Contact Person: Neelam Sharma

Email id:

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