Collections Ops Manager - BPO

Manager operations Collections

Urgent Job Opening – Manager - Operations (Collections) for world's leading service and outsourcing UK Based company based at Gurgaon.

We are looking Manager - Operations (Collections) for world's leading service and outsourcing UK Based company based at Gurgaon.

Our Client

Our client is a leading global Business Process Outsourcing Provider supporting multinational clients with over 40,000 employees in 50 delivery centers across US, UK, Europe, India, the Philippines, Australia, Middle East & Africa.

Job / Position Title : Manager - Operations

Function / Department : Collections - Voice

Designation : Manager – Operations

Shift : US Shift (Shift Window from 6 PM – 6 AM)

Position reports to : AGM

CTC : Upto 15 L

EDUCATION : Graduate/Post Graduate

MINIMUM YEARS OF EXPERIENCE : Minimum 6 - 7 years of relevant experience.

Essential duties / responsibilities of the position:

Process / Client related tasks:

- Manage team of agents

- Should have good exposure in Collections Voice Process

- Ensure overall smooth functioning of the process

- Ensure Service Levels are met and exceeded

- Ensure regular interaction with Quality

- Ensure compliance with COPC requirements

- Address issues arising out of day-to-day working which may have a bearing on team performance

- Ensure adherence to procedures and policy guidelines

- Recruitment of backfill staff

- Train a team of agents and impart process knowledge

- Conduct refresher and update training

- Ongoing monitoring of agents’ performance and tracking deviation

- Lead the team into operational growth

- Help in achieving continuous improvements

- Regularly assess training needs to fill gaps in performance

- Designing CAP/DAP programs

- Provide efficient leadership

- Work together with QA team to re-align quality parameters; seek agent’s performance and progress during CAP/DAP.

- Ensure smooth communication with client

Knowledge/ Skills/ Abilities

POSITION REQUIREMENTS

NATURE OF EXPERIENCE: (IN SPECIFIC SECTOR / POSIITON / ROLE)

- Preferably from International Finance Back Office Operations with 3 – 4 years in supervisory role

- Knowledge of Process related industries would be an added advantage.

- Exposure to International Accounting Standards is an added advantage.

- Good experience of Closing and reporting including Fixed Assets reconciliation of different accounts like vendor accounts, Bank Recon, Fixed Assets & General Ledger Accounts

SKILLS

- Analytical & Logical thought process

- Good knowledge of MS Office ( Word, Excel and PowerPoint)

- Efficient Communication Skills – Verbal & Written

- Willing to take initiative, accountability and timely discharge of deliverables.

- Advanced Excel Knowledge would be preferred

Core competencies required for the position: (Behavioral as per IGS competency framework & Technical)

Analytical Thinking:

- Makes constructive use of the information for smooth running of process should be sensitive to the business environment and able to understand the criticality of the process.

Communication:

- Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material.

Customer Focus:

- Concerned to provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.

- Ownership and Achievement Focus: Self-motivated and committed to work hard towards goals. Is proactive in seizing business opportunities.

Teamwork:

- Interacts with colleagues in an effective manner. Respects others & work well within team.

Learnability:

- Understands technical and professional aspects of work and updates knowledge continuously.

If the above profile suits you, pls forward your updated resume alongwith the below mentioned details :

Current Location :
Total Exp :
Exp in Voice Collections :
Ed Qualification :
Willing to work in US shift :
Current Company :
Current Desgn :
Current CTC :
Expected CTC :
DOB & Age :
Notice Period :

We will provide complete support to get you the best offer.

Contact:
Twinkle Khurana
07838387625
twinkle@wizecareers.com