Operations Manager
2 weeks ago
Full TimenFunction/Department:
OperationsnReporting to:
Senior Manager/AD-OperationsnPlease ensure you have experience in the collection process.
Role DescriptionnIn this role, you will play a pivotal role in managing and optimising our collections operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.
Roles & ResponsibilitiesnAct as an operational intermediary between the client and Firstsource, facilitating communication with regular weekly and monthly check-ins requiring verbal and written updates.nAchieve monthly performance targets.nUtilise and remain up to date on changes in regulations, policies, and procedures.nFormulate action plans to achieve departmental objectives.nConduct monthly performance evaluations for teams.
Expected/Key ResultsnMeet contractual client obligations.nMeet operational expectations by implementing and maintaining high-quality standards.nMeet internal/client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc).nMeet revenue targets through FTE delivery, staffing levels, etc.nMeet retention targets for the team.nDrive process improvement through implementation suggestions to maximise efficiency.nReduce incidents of critical operational process escalations.nBuild new client relationships and sustain existing client relationships.nBuild strong internal stakeholder relationships.nAchieve the agreed score on Employee Satisfaction parameters for respective programmes/processes.nPeople Engagement and Development - Retention, development, and succession planning for LOB/team.nHandle client inquiries and complaints.nCoordinate performance appraisals and terminations with operations job functions.
Preferred Work Experiencen4/5 plus years of managerial experience in Financial Services with a preference in the Collections industry.
Competencies & SkillsnFamiliarity with the Dialler Collection Application.nStrong foundational math skills, particularly in calculating percentages.nAbility to provide guidance to team members and conduct performance evaluations.nWillingness to work beyond a standard 40-hour workweek, including weekends.nHigh motivation levels, effective communication skills, and a lead-by-example approach.nDemonstrated leadership abilities that consistently deliver desired performance outcomes by meeting or surpassing targets.nEffective written and verbal communication skills.nAbility to analyse data and interpret reports.nAbility to interpret and manage collector files.nAbility to understand and improve performance.
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