Our Client was established in 2004, It is a leading Business Process Transformation company with a primary focus on U.S Account Receivables Management (ARM) and other Financial Processes. Position - Head- L&D, Late Stage Collections, US BPO Location - Noida CANDIDATE SHOULD BE WILLING TO WORK IN A US SHIFT As a Late Stage Collections Trainer in a US Business Process Outsourcing (BPO) firm, your primary responsibility is to design, develop, and deliver comprehensive training programs for third-party collections agents. Your focus will be on late-stage debt recovery, ensuring that agents are equipped with the skills and knowledge necessary to navigate complex collection scenarios. Key Responsibilities: Content Development: - Partners with department leaders to identify training needs for new hires and existing employees - Create training modules and materials tailored to late-stage collections, incorporating industry regulations, compliance standards, and best practices. - Update training content regularly to reflect changes in policies, regulations, and industry trends. Training Delivery: - Conducts new hire classes on a regular basis, including the preparation of all compliance and quality materials; and facilities associated with line of businesses. - Identifies and implements new practices and processes improvement plans that are "best in class". Compliance and Regulation: - Partners with the management team to keep appropriate personnel appraised on ever-changing policies and procedures to ensure consistent US debt collection laws and compliance guidelines. - Ensure that all training programs adhere to federal and state regulations governing debt collection practices. - Keep abreast of regulatory changes and update training materials accordingly. Performance Monitoring & Call Quality: - Implement mechanisms to assess the effectiveness of training programs, including pre and post-assessments, and provide constructive feedback to agents. - Collaborate with operations teams to identify areas for improvement and implement targeted training interventions. Technology Integration: - Familiarize agents with relevant collections software, predictive dialers, and other technological tools to enhance efficiency in late-stage collections. Quality Assurance: - Creating, implementing, and maintaining quality and compliance materials required for the development of product knowledge, process awareness, system expertise, and call-handling skills. - Ensures 100% adherence to all quality and compliance guidelines for each line of business - Provide constructive feedback to the frontline agents. Documentation: - Maintain accurate records of training attendance, performance metrics, and individual agent progress. - Generate reports for management to evaluate the overall effectiveness of the training programs. Continuous Improvement: - Proactively identify opportunities for process improvement and efficiency in late-stage collections operations. - Collaborate with stakeholders to implement changes and enhancements. Candidate Profile: - Bachelor's/PG degree in a relevant field or equivalent work experience. - Prior experience in late-stage collections within a BPO environment. - Must be aware of US Debt collection laws and procedures. - Excellent communication and presentation skills. - Proficiency in using training software and tools. - Detail-oriented with strong organizational skills. - Adaptable to changes in the collections landscape. - Ability to motivate and inspire collections agents to achieve performance goals. - Commitment to maintaining a positive and inclusive training environment.

Noida

Head - Learning & Development/Late Stage Collections - International BPO 

Job Description for Head - Learning & Development/Late Stage Collections - International BPO  in Ikya Human Capital in  Noida for (10-18) years of experience. Apply Now!