Operations Manager

2 weeks ago

Middlesbrough, United Kingdom Firstsource Full time

Job Title: Manager - Operations

Job Type: Full Time

Function/Department: Operations

Reporting to: Senior Manager/AD-Operations

Please ensure you have experience in the collection process.


Role Description

In 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 & Responsibilities

  • Act as an operational intermediary between the client and Firstsource, facilitating communication with regular weekly and monthly check-ins requiring verbal and written updates.
  • Achieve monthly performance targets.
  • Utilise and remain up to date on changes in regulations, policies, and procedures.
  • Formulate action plans to achieve departmental objectives.
  • Conduct monthly performance evaluations for teams.


Expected/Key Results

  • Meet contractual client obligations.
  • Meet operational expectations by implementing and maintaining high-quality standards.
  • Meet internal/client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc).
  • Meet revenue targets through FTE delivery, staffing levels, etc.
  • Meet retention targets for the team.
  • Drive process improvement through implementation suggestions to maximise efficiency.
  • Reduce incidents of critical operational process escalations.
  • Build new client relationships and sustain existing client relationships.
  • Build strong internal stakeholder relationships.
  • Achieve the agreed score on Employee Satisfaction parameters for respective programmes/processes.
  • People Engagement and Development - Retention, development, and succession planning for LOB/team.
  • Handle client inquiries and complaints.
  • Coordinate performance appraisals and terminations with operations job functions.


Preferred Work Experience

  • 4/5 plus years of managerial experience in Financial Services with a preference in the Collections industry.


Competencies & Skills

  • Familiarity with the Dialler Collection Application.
  • Strong foundational math skills, particularly in calculating percentages.
  • Ability to provide guidance to team members and conduct performance evaluations.
  • Willingness to work beyond a standard 40-hour workweek, including weekends.
  • High motivation levels, effective communication skills, and a lead-by-example approach.
  • Demonstrated leadership abilities that consistently deliver desired performance outcomes by meeting or surpassing targets.
  • Effective written and verbal communication skills.
  • Ability to analyse data and interpret reports.
  • Ability to interpret and manage collector files.
  • Ability to understand and improve performance.

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