Senior Manager - Global Collections Process - BFSI/BPO

We are hiring for a leading MNC for Gurgaon location

Requirements:

- Extensive knowledge in Global Collections/Customer Care - preferably US

- Should be in team leading/managerial experience role

- Comfortable working in evening and night shift (Shift window starts at 1800 IST & ends at 1030 IST during day-light saving & one hour prior otherwise)

- Good communication skills, should be in a position to handle tough & multiple customers

- Analytical skills like data crunching, process improvement, MIS report essential

- Sometimes need to stretch due to business requirements

Job Description:

Ensure service delivery:

- Resource Planning & Hiring: Anticipate & Plan for new hires. Prepare team schedules, plan for resources based on volume projection and current available head count, and allocate responsibilities. Take line calls & conduct PHOs.

- CTQ performance: Understand performance metrics, perform a trends analysis. Recommend & execute suitable actions to the customer. Make process improvements to ensure delivery on all performance CTQs. Know best practices from other teams. Drive continuous improvement through Lean and Six Sigma initiatives.

- Financial management: Ensure correct billing to the customer, maintain approved headcount so as to ensure zero revenue leakage and manage the team kitty, contest payouts (if any). Manage financial metrics for the Collections- shop

Interested candidates can share their resume or contact:

Divya Gautam
9289225539