Jindalx - AGM/DGM - Operations - Collections & Sales

Role Overview

We are looking for a AGM / DGM - Operations, who will roll up their sleeves and lead from the trenches. As a key member of the team, the specialist will help craft our operational strategies and collaborating with cross-functional leaders internally to deliver consistently by meeting desired deliverables. It also includes handling escalations and ensuring organizational effectiveness by providing leadership for the collection-based client programs.

Key Responsibilities

- As a collection leader you will be responsible for leading and managing a team of collection agents, supervisors & managers. This involves tasks such as hiring, training, setting performance goals, providing feedback, and motivating team members to meet targets.

- Responsible for strategies and action plans for effective debt collection. This may involve analyzing data, identifying trends, and implementing best practices to maximize collections while minimizing losses.

- Ensure meeting clients SLA & client KPI Management

- Ensuring compliance with relevant regulations and company policies is essential. The collection leader must stay updated on laws such as the Fair Debt Collection Practices Act (FDCPA) and ensure that collection practices are ethical and legal.

- Maintain process quality and compliance guidelines, participate in regular call calibration sessions with quality and training teams and ensure the assigned team delivers the desired quality results & provides excellent customer experience to the client/customer.

- While the primary goal is to collect debts, maintaining positive relationships with customers is also important. The collection leader may need to handle escalated customer inquiries or complaints and ensure that interactions with debtors are conducted professionally and respectfully.

- Reviewing reports on collection activities and outcomes is necessary for tracking progress and identifying areas for improvement. The collection leader analyzes data to understand trends, identify issues, and make informed decisions.

- Assessing and managing risks associated with debt collection is part of the role. This may involve evaluating the creditworthiness of debtors, identifying potential fraud or default risks, and implementing strategies to mitigate losses.

- Ensuring that collection practices align with company policies and procedures is essential for consistency and compliance. The collection leader establishes and enforces guidelines for handling collections in accordance with organizational standards.

Role Requirement

- 10+ Years of experience in BPO Operations out of which 3 years and above should be in a leadership role managing a large team for Collections / Sales

- Strong skills in verbal and written communications, strategic planning, and project management.

- Analytical and process-oriented mindset.

- Ability to work effectively across multiple departments in a deadline-driven environment.

- Active team player, self-starter, and multitasker who can quickly adjust priorities.

- Bachelor's degree or equivalent.

- Possess in-depth knowledge and expertise in the outsourcing domain. Analyze and capitalize on opportunities to enhance our product offerings and remain competitive in the marketplace.