Firstsource - Manager - Operations

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.