Operations Manager - BPO

Roles and Responsibilities
• Managing and monitoring delinquent account collection for the assigned portfolio and a team of team managers and team leaders
• Managing a team of Team Managers and Team Leaders
• Flow Recovery rates to be tracked.
• Flow Recovery rates to be tracked.
• Ensure inventory management through resolution, roll back, normalization for the bucket and take proactive steps to control/ reduce inventory for the bucket/location
• Coordinating with Business and collection functions across locations
• Preparing MIS reports to provide feedback to seniors, viz. Collection, workflow
• Defining the parameters for evaluating and reviewing the pickup activities and implementing corrective actions.
• Conducting meetings for setting up objectives and designing or streamlining processes to ensure smooth functioning of operations.
• Ensuring collection strategy execution as per plan and capacity
• Maintaining Attrition level
• Hygiene Check, Hands on with IT and dialer, Attrition and Leave forecast report audit
• Forecasting of the workload on the basis of historic data, trend analysis, market growth, deciding monthly weekly process targets

Desired Candidate Profile
• Experience in the collections domain / industry is a mandate requirement
• Last assignment should be collections.
• Should be working As Manager / Manager collections currently
• Strong analytical and problem-solving skills.
• Strong decision-making skills.
• Strong inter-personal skills.
• Minimum 5 years of experience in Tele-collection.
• Good command on English language is mandatory Read more