Vice President, Customer Resolutions and Specialty Account Processing (L12) Job Description: Role Summary/Purpose: The Customer Resolutions and Specialty Account Processing VP will be responsible for leading and managing a midsize group of AVPs, Front-Line Team Managers and associates across our pre-and post-charge off Specialty Processing Groups (SPG/DARTS) and our Customer Concerns &amp; Resolution team. This individual will be responsible for driving strong service level performance, ensuring internal business policies and external regulatory requirements are consistently maintained all while providing a superior customer experience. Essential Responsibilities : - Lead and manage a midsize call center team, responsible for multiple processes including pre and post, phone and non-phone processes (Disputes, CCCS &amp; Cease and Desist Inbound servicing, TCPA coding,Post Office Return, Fee Waiver and more) focusing on performance, productivity and compliance/regulatory adherence. - Direct leadership of 2 AVPs and indirect leadership 6 front line Managers and ~100 front line associates. - Serve as a unique resource to the Collections and Client &amp; Customer Experience organization using significant creativity to formulate and recommend direction at strategic and tactical levels to the SVP level of management. - Provide exceptional Leadership by developing a strong vision, setting high standards for process excellence, achieving business goals and identifying, raising and articulating both improvement opportunities and potential emerging issues. - Drive adherence across Business policies, Service Level standards and Critical to Compliance metrics. - Drive collaboration across teams (including U.S. based partner sites) to self-assess process risks, opportunities, gaps and defects to lead and drive improvement initiatives and implement enhancements to drive overall reductions in process defects. - Develop and grow leadership team; cultivate an environment of mutual trust, teamwork, engagement and involvement. - Drive consistency across all sites. - Communicate risks, opportunities, action plans and results to senior management levels (internally, externally and cross functionally). - Successfully participate and engage in audit/exam/review/testing touchpoints across all processes - Lead/participate in projects to enhance processes and/or resolve issues. - Build a culture of motivated and engaged employees, achieving strong employee survey results. - Manage proactively and take accountability. Qualifications/Requirements: - Bachelor's degree with total experience of 15 years out of which at least 10 years of managerial experience in a financial services collections, operations, or customer service setting. - Ability to work in night shifts, weekend, holiday rotational work schedules. Desired Characteristics: - 10+ years managing people and processes - 5+ years of call center managerial experience - Strong US Financial Services and Credit Cards Industry Knowledge - Strong process management background - Knowledge of laws governing U.S. Collections - Proven ability to make decisions based on quantitative analysis and creative thinking - Strong ability to effectively communicate complex processes to a varied audience - Excellent verbal / written communication skills - Proven ability to successfully manage large teams and multiple priorities while working in a fast-paced environment In case you wish to explore the opportunity

Hyderabad

Vice President - Customer Resolutions & Specialty Account Processing - BPO 

Vice President - Customer Resolutions & Specialty Account Processing - BPO  ,Job Description for Vice President - Customer Resolutions & Specialty Account Processing - BPO  in Credence HR Services in  Hyderabad for (15-22) years of experience. Apply Now!

Job Description for Vice President - Customer Resolutions & Specialty Account Processing - BPO  in Credence HR Services in  Hyderabad for (15-22) years of experience. Apply Now!