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Solutions Architect

3 months ago

London, UK, United Kingdom Firstsource Full time

Job Title: Director/AVP/VP - Solutions Lead (Collections Domain)

Location: London, UK

NOTE: Experience as a Solution Architect in 3rd Party/1st Party Debt Collection and Digital Collections within the Contact Center industry is mandatory.


Role Overview:

This hands-on role requires an individual contributor to the detailed design of proposed collections solutions. The Director/AVP/VP - Solutions will be responsible for specific collections domain areas, designing the solution for assigned components, estimating costs and benefits, ensuring alignment with customer requirements, and evaluating alternatives. Additionally, the role involves creating collateral for opportunities, supporting sales and marketing teams, responding to RFI/RFP, Client presentations, working with the finance team on deal commercials and customer business cases, and leading due diligence and client stakeholder meetings. A mindset for transformation and experience thereof is preference.


Key Responsibilities:

  • Opportunity Summarization & Briefing: Create concise summaries and briefings for opportunities.
  • Scope Definition: Define and align the scope with win strategy themes as agreed with market leads.
  • Client Discovery: Lead client discovery sessions, workshops, mutual value discovery, and presentations.
  • Target Operating Model: Lead the creation of the Target Operating Model.
  • Enterprise Proposal & Presentations: Collaborate with BU solution and other relevant teams to create comprehensive proposals and client presentations.
  • Technology Assets: Understand and present technology asset options to address specific business problems, and lead the selection process for final solution components.
  • Quality Control & Ownership: Oversee the response process, taking ownership of specific sections (e.g., service levels, statement of work, legal input on commercials, process SME content, technology/tools input).
  • Risk Management: Identify risks and develop mitigation strategies in collaboration with the Architect.
  • Cost & Business Case Development: Lead the development, analysis, and coordination of cost and business cases.
  • Due Diligence: Validate assumptions and refine solutions based on due diligence findings.
  • Contracting: Lead the creation process of contracting documents.
  • Engagement Handover: Ensure smooth transition to the delivery team and document lessons learned.
  • Site Visits: Prepare for and lead site visits.

Required Technical and Professional Expertise:

  • Client-Facing Skills: Excellent ability to present solutions clearly and participate in Q&A sessions
  • BPO Experience: Mid-manager level experience in Business Process Outsourcing, particularly in contact center solutions and transformation, with a focus on process redesign and demonstrable improvements.
  • Client Relationship Management: Ability to work with client Process Managers & SMEs and gain their trust.
  • Collaboration: Capability to extract the best from various capability groups within Firstsource to develop complex solutions.
  • Innovation: Ability to bring fresh perspectives to existing solution standards and drive a digital approach.

Basic Qualifications:

  • Minimum of 10 years of experience in supporting sales, selling, and closing BPO or professional services, in roles such as sales, account lead, and solution architect.
  • Minimum of 8 years of client relationship in 3rd party debt collection domain
  • Experience in the Debt Collections Industry


Preferred Qualifications:

  • Experience in solutioning and closing million-dollar deals in BPO, including software & platform industry solutions, contact center, and customer experience consulting.
  • Experience in a large, heavily matrixed company environment.
  • Experience with C-Level client relationship building and management.

Professional Skills:

  • Proven ability to build, manage, and foster a team-oriented environment.
  • Demonstrated leadership, teamwork, and collaboration in a professional setting.
  • High energy level, sense of urgency, decisiveness, and ability to work well under pressure.
  • Excellent written and oral communication, and interpersonal skills.
  • Strong leadership, problem-solving, and decision-making abilities.