Jindalx - AGM/DGM - Operations - Collections & Sales Process

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/Masters 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.