FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.
Job Description:
Position Title: Director, Enterprise Optimization & Transformation (EOT)
Job Category: Director
Location: Bengaluru, India
Reporting to: Head of Enterprise Operations - First Citizens India
Position Overview
As the Head of Enterprise Optimization & Transformation, you will lead a critical enterprise capability responsible for driving operational excellence, business transformation, data-driven decision making, intelligent automation, and strategic optimization across Enterprise Operations. This role will be aligned to the Head of EOT in the US and will be responsible for strategy and execution of transformation initiatives, change management across Enterprise Operations.
Partnering closely with senior leaders across Operations, Technology, Data, AI, Risk, and Business functions, you will help shape and execute the transformation agenda for the bank, delivering measurable improvements in client experience, operational efficiency, risk management, and organizational effectiveness.
Responsibilities
Be a thought leader working closely with the US EOT leadership team on the following:
Transformation Strategy & execution
· Lead operating model assessments and future-state organization design initiatives to improve scalability, effectiveness, and business agility.
· Drive adoption of best practices in process engineering, continuous improvement, and transformation management.
·Partner with business, operations, technology, risk, and functional leaders to identify, prioritize, and execute enterprise-wide transformation initiatives.
·Develop and maintain a transformation roadmap aligned to the bank's strategic objectives and growth priorities.
· Transformation initiatives to include process re-engineering, capacity optimization intelligent automation, technology transformation and AI
Optimization & Operational Excellence
· Establish and mature enterprise process management capabilities, including process taxonomy, ownership frameworks, process architecture, process mining, and governance standards.
·Identify opportunities to simplify, standardize, eliminate, and automate processes.
·Deploy Lean, Six Sigma, Process Mining, and Operational Excellence methodologies to improve performance.
Create sustainable mechanisms for ongoing process measurement and optimization.
BI, Analytics & Process Insights
Leverage data, analytics, and process intelligence capabilities to identify improvement opportunities and support executive decision-making.
Establish performance dashboards, KPI frameworks, and operational scorecards.
Promote a data-driven culture of continuous improvement and accountability.
Intelligent Automation, AI & Digital Enablement
Define and execute the enterprise intelligent automation strategy across Enterprise Operations.
Lead teams responsible for robotic process automation (RPA), workflow automation, AI-enabled operations, process orchestration, and emerging digital capabilities.
Drive identification, prioritization, and implementation of AI and GenAI use cases that deliver measurable productivity, customer experience, risk management, and decision-support outcomes.
Partner with Technology, Data, and AI organizations to establish a sustainable automation pipeline and governance model.
Governance, Risk & Enterprise Delivery
Establish governance structures, standards, and operating rhythms for the Enterprise Optimization and Transformation Office.
Provide executive-level visibility into transformation progress, risks, dependencies, and value delivery.
Ensure alignment with risk, compliance, audit, and regulatory requirements.
Value Realization & Performance Management
- Own identification, prioritization, and realization of productivity, efficiency, risk reduction, and customer experience improvement opportunities across Enterprise Operations.
- Develop business cases and benefit-tracking mechanisms for transformation investments.
- Establish & monitor value realization metrics; ensure delivery of committed outcomes.
- Partner with Finance and business leaders to quantify and validate realized benefits.
Organization Leadership & Talent Development
- Build, lead, and develop high-performing teams across Business Intelligence & Analytics, Process Excellence, Intelligent Automation, and Transformation disciplines.
- Create a strong culture of innovation, accountability, continuous improvement
- Coach and mentor leaders, establishing clear career pathways and succession plans.
- Build a strategic center of excellence for transformation and optimization capabilities.
Executive Partnership & Stakeholder Management
- Serve as a trusted advisor to EO leadership and business executives across the bank.
- Influence strategic priorities and drive alignment across diverse stakeholder groups.
- Present transformation strategies, business cases, and performance outcomes to executive leadership forums and governance committees.
Qualifications & Skills required
- 18+ years of experience leading operational excellence, business transformation, business intelligence, analytics, automation, and enterprise program delivery functions.
- 10+ years of experience leading global teams and large-scale transformation portfolios.
- Deep understanding of banking operations, servicing, operational risk management, control environments, regulatory requirements, and customer lifecycle processes within financial services.
- Proven track record of delivering measurable outcomes in productivity improvement, cost optimization, process modernization, and customer experience enhancement
- Strategic and enterprise mindset with the ability to connect transformation initiatives to business outcomes. Collaborative and relationship-oriented with the ability to operate effectively across global teams.
- Data-driven leader with deep analytical problem-solving skills. Proven ability to lead through ambiguity and organizational change.
- Strong executive presence and influencing capability.
- Passion for talent development and building high-performing teams.
- Experience leading multidisciplinary teams spanning Operational Excellence, Lean/Six Sigma, Business Intelligence, Analytics, Intelligent Automation, Process Mining, and Transformation Management would be a strong advantage
- Lean Six Sigma Black Belt, Operational Excellence certifications, or equivalent credentials preferred.
Equal Employment Opportunity
FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.
