Manager - Operations

Role Description:

In this role, you will play a pivotal role in managing and optimizing our collections operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.

Roles & Responsibilities

· Act as an intermediary between the client and Firstsource, facilitating communication.

· Achieve monthly performance targets.

· Utilize and relay updates regarding changes in regulations, policies, and procedures.

· Ensure adherence to both Federal and State Laws in all collections activities.

· Formulate action plans to achieve departmental objectives.

· Conduct monthly performance evaluations for Collection Supervisor

Expected/Key Results

· Meet contractual client obligations

· Meet operational expectations by implementing and maintaining high CTQ standards

· Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)

· Meet revenue targets through FTE delivery, staffing levels, etc

· Meet retention target for the team

· Process improvement through implementation suggestions maximize the efficiency

· Lesser incidents of critical ops process escalations

· Build new client relationships and sustaining existing client relationships

· Build strong internal stakeholder relationships

· Achieve a score of XXXX on Employee Satisfaction parameters for respective programs / processes

· People Engagement and Development - Retention, development and succession planning for LOB / team

· Handle client inquiries and complaints

· Coordinates performance appraisals and terminations with operations job functions

Preferred Educational Qualifications

· Bachelor's Degree or equivalent work experience