Manager - Collections Operations - US Banking Cards Voice Domain - BPO

Manager Operations - Collections (US Banking Cards Voice Ops only).

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 company, 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)

- Process improvement through implementation suggestions maximize the efficiency

- Lesser incidents of critical ops process escalations

- 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.

- 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

Interested candidates can mail their profiles to jpabhishek@searchlight.co.in or call us @ 040-35596951.