Director, Integrated Solutions - Banking & Financial Services

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

The Director of Integrated Solutions leads the development of innovative and secure BPO solutions within the Banking and Financial Services sector.  Designs client-centric solutions that support retail banking, fintech, credit card services, wealth management, and lending operations—integrating people, process, and technology to drive operational efficiency, compliance, and enhanced customer experiences

Primary Job Responsibilities

• Design End-to-End Financial Services Solutions: Create tailored solutions for customer service, collections, onboarding, fraud prevention, KYC/AML processing, claims management, and digital servicing in BFSI environments.

• Ensure Compliance with Regulatory Standards: Embed critical financial regulations and best practices in solution design, including:

o Gramm-Leach-Bliley Act (GLBA)

o Fair Credit Reporting Act (FCRA)

o Bank Secrecy Act (BSA)

o Anti-Money Laundering (AML)

o Office of Foreign Assets Control (OFAC) compliance

o Know Your Customer (KYC) guidelines

o UDAAP (Unfair, Deceptive, or Abusive Acts or Practices)

o Dodd-Frank Act / CFPB regulations

• Client Discovery & Strategy: Lead discovery engagements to understand client operating models, risk appetite, customer journeys, and digital transformation objectives. Translate insights into secure and scalable solution strategies.

• Partner Across Functions: Collaborate with Sales, Compliance, Legal, Risk, Product, Technology, and Operations to build commercially viable and compliant BPO solutions. Guide seamless handoff to implementation teams.

• Develop Proposals & Presentations: Craft detailed RFP responses, solution narratives, pricing models, compliance frameworks, and ROI analyses tailored to banking and financial clients.

• Infuse Digital Enablement: Integrate AI/GenAI, RPA, fraud detection platforms, secure messaging, voice biometrics, self-service tools, and omnichannel servicing into BFSI solutions.

• Monitor Industry Risks & Trends: Stay up to date with emerging threats (e.g., phishing, identity theft, synthetic fraud), evolving regulatory guidance, digital banking trends, and consumer protection developments.

• Support Client-Facing Interactions: Lead solution presentations, site visits, and due diligence processes with a clear focus on operational excellence, customer trust, and risk mitigation.

• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement. 

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in confidentiality, integrity or availability of Information assets as per the Company’s policy.

Quailfications

• 4–6 years of experience in financial services BPO, solution design, operations leadership, or account management.

• Bachelor’s degree or equivalent professional experience

• In-depth understanding of banking customer journeys, back-office processes, fraud prevention, and servicing strategies.

• Deep working knowledge of banking regulations, risk mitigation, and compliance requirements.

• Experience with customer authentication processes, dispute resolution, collections protocols, and financial crime prevention frameworks

• Strategic Thinking:   Ability to develop and implement long-term strategies that align with business goals and industry developments.

• Cross-Functional Collaboration: Ability to work effectively with various teams, including IT, operations, compliance, and sales, to ensure integrated solutions meet all aspects of the business.

• Customer-Centric Mindset: Focus on understanding and addressing client needs, enhancing customer experience, and ensuring the delivery of value through integrated solutions.

• Problem-Solving Skills: Proficiency in identifying issues, analyzing data, and designing innovative solutions to complex challenges.

• Communication Skills: Strong verbal and written communication abilities, capable of conveying technical concepts to non-technical stakeholders and vice versa.

Pre Employment Qualifications

Offers of employment are conditional and require that you complete and pas