![Firstsource](https://media.trabajo.org/img/noimg.jpg)
Operations Manager
2 weeks ago
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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