Division Manager - Collection Operation - BPO

Reporting to the AVP- Operations, the Division Manager (DM) is responsible for managing and achieving business results through a team of Group Managers and Account Managers.

- This includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); Tracking performance metrics and supporting an engaged and collaborative team environment.

- As a key operational leader, the DM is also responsible for sharing best practices across teams and sites, identifying, analyzing and implementing solutions that drive results through the teams.

- This role would be responsible for engaging with our cross site teams and collaborating on performance and projects. DM would need to be the brand ambassador of change within the organization.

- Managing directs: Solving for the needs and concerns for his GMs, developing their skills and capabilities through effective coaching and mentoring, enabling them to be more effective in their roles.

- DM is responsible for building strong connect with the team, energise and drive his accounts managers to achieve high levels of performance.

- Manage day-to-day operations : DM should be responsible for managing seamless service delivery, strengthening operational excellence and driving high levels of engagement on the floor

- Leading and Managing change : Should have the ability to spearhead change, align himself and his team members to the changing business needs of the organization through effective communication and strong connect with people.

Project management : Develop and/ or implement technical and process strategies that impact a Division and/or Organization. Should be able to lead/ contribute to projects which have a larger impact on business outcome.

Global Perspective : DM should be able to align and engage with our cross site teams and should have the ability to partner on driving performance or operational projects

Required Skillset, Education & Experience Preferred Skillset, Education & Experience :

- Degree Bachelor Master or Advanced

- Field of Study

- 5 years of Management experience. 2-3 years in back office environment (Financial Services)

- In case of Collections: should have spent 3 years in collections/customer service/sales

- FDCPA, Finance Industry Knowledge, Knowledge of six sigma. Working knowledge of tracking/ reporting tools and systems, Knowledge of Compliance laws and regulations.

- Green Belt certified

In case of Collections :

- Working knowledge of predictive dialer systems, ACD/PBX/IVR Technology.

- Advanced MS Office Access, tracking & reporting tools/ systems

- Excellent Communication Skills & Interpersonal skills

- Strong Analytical Skills, Proven Leadership and Negotiation Skills. knowledge of SAS

Shift Timings : 5:30 PM to 2:00 AM and 1:30 AM to 10 AM