Assistant Manager - Operations

Role Description: We are looking for an Assistant Manager - Operations with a strong background in the collections process to lead and support our collections team. The ideal candidate should have experience in managing and improving collections operations, driving key performance indicators, and ensuring compliance with all relevant regulations. The Assistant Manager will play a critical role in optimizing our collections process, enhancing team performance, and delivering superior results for our clients.

Roles & Responsibilities

• Lead and inspire a team of collection agents, providing guidance and support to achieve daily, weekly, and monthly targets.
• Continuously review and optimize collections processes to maximize efficiency, productivity, and recovery rates.
• Establish and monitor key performance indicators (KPIs), identifying areas for improvement, and taking proactive measures to enhance collection results.
• Conduct regular training and development programs for collection agents, ensuring they have the necessary skills and knowledge to excel in their roles.
• Ensure that the collections process adheres to all applicable regulations and industry best practices, staying up-to-date with changes in legislation.
• Generate and analyze collections reports, providing insights to senior management and making data-driven decisions to improve collections strategies.
• Maintain a strong rapport with clients, understanding their expectations, and working to meet or exceed their requirements.
• Implement quality assurance programs to ensure consistent and high-quality service delivery.
• Manage and resolve complex customer issues and escalations, providing swift resolutions while maintaining professionalism.
• Assist in the preparation and management of the department's budget, ensuring cost-effective operations.

Expected/Key Results

• Fulfill contractual obligations to clients.
• Achieve internal and client Service Level Agreements (SLAs) encompassing NPS, AHT, customer experience, efficiency, and qualitative metrics.
•  Attain revenue targets through effective Full-Time Equivalent (FTE) deployment and staffing levels.
• Maintain team retention targets.
• Enhance process efficiency through the proactive implementation of improvements.
• Minimize critical operations process escalations.
• Cultivate new client relationships while nurturing existing ones.
• Foster strong internal stakeholder relationships
• Attain a desired score of on Employee Satisfaction parameters within respective programs/processes.
• Prioritize People Engagement and Development, focusing on staff retention, development, and succession planning within the Line of Business (LOB) or team.