Account Manager - US Debt Collection - Contact Center

Description:

Designation : Account Manager ( Contact Center).

Shift : 24-7.

Experience: Minimum 10 years of experience in US Debt Collections.

Job Summary:

- We are seeking a dynamic and experienced Account Manager to lead and manage client relationships in the debt collections domain, with a strong background in process transitions.

- The ideal candidate will have a proven track record in managing end-to-end collections operations, driving performance, and ensuring seamless transitions of new business processes.

- A valid US visa is mandatory for this role due to potential client visits and transition activities.

Key Responsibilities:

- Manage client relationships and act as the primary point of contact for all operational and strategic matters.

- Oversee day-to-day operations of the debt collections process, ensuring SLAs and KPIs are consistently met.

- Lead and execute transition projects, including due diligence, knowledge transfer, and stabilization phases.

- Collaborate with cross-functional teams (Operations, Quality, Training, Compliance) to ensure smooth onboarding of new processes.

- Analyse performance metrics and provide actionable insights to improve collections efficiency and effectiveness.

- Ensure compliance with regulatory requirements and client-specific guidelines.

- Conduct regular business reviews with clients and internal stakeholders.

- Travel to client locations (primarily in the US) as required for transitions and relationship management.

Required Qualifications:

- 10 years of experience in debt collections, with at least 2 years in a client-facing account management role.

- Hands-on experience in transition management - preferably in a BPO or shared services environment.

- Strong understanding of US collections laws and compliance standards (FDCPA, TCPA, etc.

- Excellent communication, negotiation, and stakeholder management skills.

- Proficiency in MS Office and reporting tools.

- Valid US Visa is mandatory.

Preferred Qualifications:

- Experience working with US-based clients in the collections industry.

- PMP or Six Sigma certification is a plus.

- Exposure to digital collections tools and automation technologies