BPO Director

Role Overview:

The role involves end-to-end management of banking operations and service delivery, driving operational excellence, transformation, and client satisfaction across multiple global banking processes. The incumbent will be responsible for managing large-scale delivery teams, ensuring adherence to SLAs, maintaining governance standards, and fostering innovation through automation and process improvement initiatives.

Total Experience Required: 20+ years

Key Responsibilities:

Operational Management

Lead and oversee banking operations across multiple verticals - including retail, commercial, corporate banking, cards, payments, and reconciliations.

Ensure compliance with regulatory and operational risk standards, both internal and external.

Manage transaction processing, reconciliations, settlements, and exception handling with zero defect focus.

Oversee large-scale transitions and migrations, ensuring seamless knowledge transfer and process stabilization.

Delivery Leadership

Own end-to-end delivery of multiple client engagements ensuring on-time, high-quality performance aligned with contractual SLAs and KPIs.

Drive operational governance, manage P&L, resource allocation, and delivery excellence initiatives.

Develop and maintain strong client relationships through consistent communication, proactive issue resolution, and strategic engagement.

Implement continuous improvement methodologies (Lean, Six Sigma) to enhance efficiency and accuracy across delivery units.

People Leadership

Lead a diverse team of 300+ associates/managers across multiple locations.

Foster a high-performance culture emphasizing accountability, collaboration, and capability building.

Mentor and develop next-generation leaders to strengthen the succession pipeline.

Transformation & Strategy

Champion automation, digital tools, and analytics-driven insights to improve turnaround times and reduce operational risk.

Collaborate with technology and innovation teams to re-engineer processes for efficiency and scalability.

Drive transformation programs aligned with organizational and client strategic objectives.

Key Skills & Competencies:

Strong domain expertise in Banking & Financial Services Operations (Retail, Corporate, Cards, Payments, Loans, Reconciliation, KYC/AML).

Proven experience in delivery management, client governance, and process excellence.

Exposure to transition management, operational transformation, and automation initiatives.

Excellent leadership, stakeholder management, and cross-functional collaboration skills.

Strong understanding of compliance, risk management, and control frameworks within BFSI.

Proficiency in performance analytics, dashboarding, and productivity metrics.

Educational Qualifications:

Graduate/Postgraduate in Commerce, Finance, or Business Administration.

Preferred certifications: Lean Six Sigma (Black Belt/Green Belt), PMP, or equivalent.

Desired Attributes:

Strategic thinker with strong operational execution ability.

Excellent communication and negotiation skills.

Customer-centric mindset with a continuous improvement orientation.

Experience in managing global banking clients and multi-shore delivery environments.