Senior Manager - Credit Card Collection Process - BPO/KPO

We have an urgent opening with one of the largest BPO/ KPO

Location: Kochi

Level: Sr Manager

Only candidates handling Credit Card Collections can apply, no telecom required

People management has to be good

Responsibilities -

1. Handle 2nd level escalations

2. Managing a team of Tele collectors and agency managers in a Dialer driven environment

3. Ensure adherence to KPI and SLAs and support dialer management

4. Ensure attritions targets are not breached

5. Actively participate in governance calls with the clients for effective process management

6. Manage operations through end to end planning, metrics/performance review and root cause analysis on a daily basis

7. Manage Client relationship as part of operations delivery;

8. Drive change by successful implementation of process improvement recommendations

9. Review overall staff performance and recommend training needs

CRITICAL SKILLS REQUIRED:

1. Experience in managing Collections process in Retail Banking/ Cards/ Mortgages in an outsourced environment

2. Experience of having managed team of collections agents with a span of 100+ FTE

3. Ability to build & motivate teams

4. Understanding of regulatory guidelines/ laws applicable to Banking & Card Operations

5. Ability to manage Client escalations and Client relationships

6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software

7. Should have experience of managing large pre-emptive & 1st bucket collection operations in a dialer based call center

8. India domestic market experience is preferred

9. Should be well versed with analytics and profiling techniques for collection strategy

10. Should have experience in managing vendors & 3rd party collection agencies