BPO Senior Director
full-time•Gurugram
About this role
Head – Banking Operations & Delivery
Experience Required: 20+ Years
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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.
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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.
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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.
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Educational Qualifications:
Graduate/Postgraduate in Commerce, Finance, or Business Administration.
Preferred certifications: Lean Six Sigma (Black Belt/Green Belt), PMP, or equivalent.
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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.
Other facts
Tech stack
Banking Operations,Delivery Management,Client Governance,Process Excellence,Transition Management,Operational Transformation,Automation Initiatives,Leadership,Stakeholder Management,Cross-Functional Collaboration,Compliance,Risk Management,Performance Analytics,Lean Six Sigma,PMP,Customer-Centric Mindset
About NTT DATA North America
NTT DATA – a part of NTT Group – IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, digital & IT modernization and managed services. NTT DATA enables them, as well as society, to move confidently into the digital future. We are committed to our clients’ long-term success and combine global reach with local client attention to serve them in over 50 countries around the globe.
Team size: 10,001+ employees
Website: http://www.nttdata.com
LinkedIn: Visit
Industry: IT Services and IT Consulting
What you'll do
- The role involves managing banking operations and service delivery, ensuring operational excellence and client satisfaction. Responsibilities include overseeing large-scale delivery teams, managing SLAs, and driving process improvement initiatives.
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Frequently Asked Questions
What does a BPO Senior Director do at NTT DATA North America?
As a BPO Senior Director at NTT DATA North America, you will: the role involves managing banking operations and service delivery, ensuring operational excellence and client satisfaction. Responsibilities include overseeing large-scale delivery teams, managing SLAs, and driving process improvement initiatives..
Why join NTT DATA North America as a BPO Senior Director?
NTT DATA North America is a leading IT Services and IT Consulting company.
Is the BPO Senior Director position at NTT DATA North America remote?
The BPO Senior Director position at NTT DATA North America is based in Gurugram, India. Contact the company through Clera for specific work arrangement details.
How do I apply for the BPO Senior Director position at NTT DATA North America?
You can apply for the BPO Senior Director position at NTT DATA North America directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about NTT DATA North America on their website.