Manager - Operations

Company Profile: Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

• 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 

• 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)Top of Form – Meet Internal / Client KPI & SLA (Contact Rates / Payer Rates / Spins / APS / Audit Scores / NG Rates / Quality Scores 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

·        Proficiency in utilizing the CUBS Collection Application (system software). – Proficiency in utilizing Collection CRM.

·        Familiarity with the Dialer Collection Application.

·        Strong foundational math skills, particularly in calculating percentages.

·        Comprehensive understanding of the client's business, including their work standards.

·        Knowledge of FDCPA (Fair Debt Collection Practices Act) and relevant State Laws. – Knowledge of FDCPA (Fair Debt Collection Practices Act), CFPB and relevant State Laws

Thorough grasp of Firstsource Policies and Procedures.

·        Ability to provide guidance to team members and conduct performance evaluations.

·        Willingness to work beyond a standard 40-hour workweek, including weekends.

·        High motivation levels, effective communication skills, and a lead-by-example approach.

·        Demonstrated leadership abilities that consistently deliver desired performance outcomes by meeting or surpassing targets.

·        Effective written and verbal communication skills

·        Ability to analyze data and interpret reports

·        Ability to manage collector files

·        Ability to understand and improve performance

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.