Ola Financial Services - Senior Manager - Operations - Collections

Key Roles/Responsibilities :

Collections :

- Manage day to day operations and performance of the team- Collections

- Conducting regular feedback sessions with Team Leads and skip meetings with agents

- Ability to interact with internal stakeholders on a regular basis for daily operational activities

- Understanding and Managing service levels and staffing plan

- Leading Improvement initiatives on the process

- Generating reports and ability to analyze the data

- To ensure that supervision & guidance for Quality standards is adequate

- To create an environment of high performance and high employee engagement leading to better retention of staff

- To ensure process compliance and front end all audits

Vendor Operations :

- Managing 3P collection vendors life-cycle in Ola financial services

- Onboarding the vendors - Setting up ops with vendor, training according to SOPs, conceptualizing; implementing new processes and streamlining end-to-end ops; monitoring performance metrics; processing vendor payout

- Identifying area of improvement in ops process, creating action plan and get them implemented with vendors, follow up on the implementation

- Establishing quality metrics for ops, building process around it to monitor the metrics on a regular basis, providing the visibility to leadership

- Deep dive into customer escalations, establishing process with care to improve customer experience

- Doing RCA on daily, weekly change in collection% for Ola Money products and implementing POA to improve collection%

- Managing external stakeholders like Finance, Procurement, Business to process payout for vendors and enhancing their experience with Ola

Experience & Skills Required :

- 8+ years of relevant experience.

- Current or prior experience in handling day to day operations for an Outbound Telesales process.

- Ability to deliver performance, manage deadlines and effectively prioritize work

- Ability to handle metrics like - Attrition, Shrinkage, Absenteeism, Conversion etc.

- Proficient in excel, word and PowerPoint

- Adaptable to changing demands and conditions

- To have proficiency in communication and presentation skills, Interviewing Skills, Feedback mechanism

- Analytical skills, problem solving skills

- Taking complete accountability and responsibility and ability to handle situations under pressure

- Must have understanding of vendor performance metrics and scorecard

- Experience in small to medium scale data analysis and identifying action points to drive vendor performances

- Prior experience in Collection is preferred

 

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