Chief Operations Officer - Mortgage Business Unit

Palm Bay, FL and Eugene, OR

15+ years experience  •  Financial Services

Salary depends on experience
Posted on 07/26/17 by Maggie Davies
Palm Bay, FL
15+ years experience
Financial Services
Salary depends on experience
Posted on 07/26/17 by Maggie Davies


COO - Mortgage Business Unit

Purpose of the role:

Reporting to the CEO of Mortgage BU, the Chief Operating Officer (COO) has overall operational responsibility for current client delivery management for the entire BU, as the leader of a group of business units heads. 

Key responsibilities include being a member of the business unit executive team, building relationships with client operational stakeholders, fostering a culture of excellence and transparency with the delivery organization, driving continuous improvement and client value-adds through all engagements, creating meaningful employee engagement, and partnering with sales to win new deals.

The COO is responsible to grow Firstsource footprint in existing clients by developing a trusted advisor relationship with clients, bringing to bear the full power of Firstsource’s transformational offerings through superlative delivery, while sustaining and improving profitability by deploying state of the art productivity tools. The leader is also responsible for the overall viability, effectiveness and operational efficiency of the unit – through high employee connect and engagement by displaying role model values and competencies

Roles & Responsibilities:


  • Take the lead in understanding the critical areas of client’s business and offering them consultation and advisory on the back of bespoke solutions
  • Joint responsibility with sales for current client revenue generation  and profitability 
  • Designing and implementing business strategies, plans and procedures
  • Maintain positive working relationships with existing and new clients with a constant focus on premier customer service in a growth-oriented environment
  • Direct the budgeting, planning,  and evaluation of Operations
  • Work with cross functional teams to help create innovative and transformational solutions for clients
  • Champion continuous process enhancement for operational excellence
  • Support CEO and Business Development teams in new customer acquisition by providing operational expertise needed to win new clients
  • Develop the next generation of strong operational leaders


  • Deliver on all SLAs as per  contractual obligation with clients
  • Drive efficiencies, productivity and set industry benchmarks
  • 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 a value based organizational culture with 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:

  • Revenue  growth from existing clients
  • Profitability
  • Customer Satisfaction
  • Employee Engagement and Talent Development
  • Business Transformation

Reporting Structure:

  • COO role will report to the CEO – Mortgage BU  
  • Collaborate and work closely with Service Excellence head, Sales & CRM leads, Business Transformation head, CHRO & CFO



  • Post graduate degree in Management  (or equivalent)
  • 20+ years’ experience (preferably in BPO or BFSI sector ) with at least three  years’ experience in an executive leadership role
  • Proven experience  in managing large scale/ multi - location operations

Highly Desirable:

  • Experience in Mortgage industry  will be an added advantage



  • Thorough knowledge of Operations Management  and understanding of Mortgage  market dynamics/trends
  • Financial management
  • Human capital management


  • Domain knowledge (Mortgage /  BFSI )
  • Understanding of operating  nuances for specific geographies that Firstsource  Mortgage business operates in (US  and India)


  • 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

Personal Attributes/Traits

  • Collaborative & consultative
  • Socially confident
  • Achievement oriented
  • Creative
  • Analytical
  • Communicative
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