A RP Sanjiv Goenka Group company:
- Firstsource is a leading provider of customized Business Process Management (BPM) services.
- We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines.
- Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals.
- Our Clientele includes Fortune 500 & FTSE 100 companies.
- To know more about Firstsource please visit our website www.firstsource.com.
Job location : Mumbai.
Position : Manager-Operations.
Experience : 10+ years of work experience in related arenas with at least 4+ years in Operation.
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)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.
- 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.
Competencies & Skills:
- 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.
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