Experience

- Should have experience & extensive knowledge in Debt Collections & Recoveries - preferably US

- Should have minimum 8 years of experience in Managerial role

- US Process, should be comfortable working in Night Shifts

- Eye for detail, good analytical skills, drive process improvements, MIS report

- Good understanding of inbound and outbound dialer.

Key Account abilities/Job Description

1. Ensure service delivery. Make sure that contracted KPIs are met

2. Reporting and MIS to be maintained and communicated to all stakeholders

3. Resource planning & Hiring: Anticipate & plan for new hires; get involved in hiring; prepare for team schedules; plan for resources based on volume projection and current available head count; and allocate responsibilities

4. CTQ performance: - Understand performance metrics. Perform a trends analysis. Recommend & execute suitable actions to the customer. - Make process improvements to ensure delivery on all performance CTQs. - Know best practices from other teams. Drive continuous improvement through Lean and Six Sigma initiatives

5. Financial management: Ensure correct billing to the customer. Maintain approved headcount so as to ensure zero revenue leakage and manage the team kitty, contest payouts (if any). Manage financial metrics for his own shop

6. Team management: Set goals for the team and communicate goals and other information. Drive retention through HR practices and people development- one-on-ones, Training etc. Track people performance on a monthly basis. Conduct annual appraisals and provide feedback. Proactively resolve people issues and ensure that attrition is well below the defined target

7. Customer management: - Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, and to build rapport with the customer. Identify potential growth opportunities . Should be strong in communications & should be in a position to handle tough customers. Maintain customer connect through governance rigor and regular customer interaction

8. Transitions/ IT/Digitization: Support all transitions and allocate resources for transitions. Ensure the implementation of digitized solutions in the process. Ensure adherence to all IT policies

9. Managing internal & External Audits: Support Ops Compliance Surveillance teams to ensure zero audit observations and findings. Extensively involve in creating MAPs - Management action plans wherever required and applicable. This needs extraordinary governance in checking for policy and practice adherence

10. Organization Culture: Should preach company values oneself and drive the same in the teams. Ensure to drive Employee Value preposition through continuous efforts to develop skill sets and make the team future ready.

Required Skills - 

1. Experience in international Collections

2. Strong people skills

3. Strong analytical skills and Logical approach

4. Excellent Communication skills

5. Good Excel and PPT skills

6. Should have eye for details and

7. Result oriented

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