Houseoftours.com - Assistant Manager/Manager - Operations

- Manage company relationships with vendors, making sure that the contract terms are fulfilled and mitigating vendor risk

- Defining the KPIs /R&P metrics and ensuring that they are delivered

- Responsible for the imposing Reward and Penalty metrics for the center

- Responsible for reviewing & approving Vendor invoice

- Review the vendor performance (weekly & monthly)

- Responsible for cost effective delivery with high customer experience standard along with less repeats generated

- Ensured no fraudulent activity is carried out by vendor which leads to financial impact or brand impact for TTSL

- Managed customer accounts to reduce delinquency on indicators including flow rates, 90 plus, annualized bad debt

- Setting collections strategy on a monthly and quarterly basis and tracking to plan

- NPA (Non-performing asset) reduction for the cluster

- Lead and manage the team of Field Collection partners in collaboration with Risk Team

- Constant evaluation of collection officers/Team Leaders performance to ensure better productivity

- Allocate and divide responsibilities to Field Collections Executives/Team Leads/ based on factors such as bucket categories, localities, etc.