Performance/Operations Manager - BPO

Job Opportunity with a UK based MNC (Non BPO/ITES)

Key skill sets required: Incumbent must be in monitoring/handling operations for the team responsible for debt process

Business Unit: Customer Operations

Purpose:

The Debt Fulfilment team are responsible for the overall customer experience delivered by the company's 3rd party providers (BPO's); ensuring they provide the customers with sustainable debt solutions which enable them to get and stay out of debt and contribute to the delivery of the core objectives and goals for Debt & Customer Operations.

Responsibilities:

- Work in partnership with the Debt Operations team and 3rd party partners (BPO's) to agree and deliver performance targets & to develop a robust service excellence culture across 3rd Parties, including the effective and timely investigation and resolution of customer queries and complaints

- Seek out opportunities to drive and implement continuous improvements in performance and compliance

- Establish frameworks and governance that enables to evaluate and review 3rd party performance against key performance metrics

- Ensure the team understand and adhere to the company and department standards, policies and procedures

Note: Individuals handling international customers/clients (UK) and having experience into Debt & Customer Servicing process would be preferred.