Job Description
Job Title: Operations Manager (Collections B2B)
Basic Functions
Manage a team of collections resources and drive overall performance for his/her team. Responsible for supervisory support through Leading, monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.
Performance parameters
- · Service Levels– as per agreed KPI’s
- · Attrition and absenteeism - as per agreed KPI’s
- · Quality and productivity Improvement - as per agreed ...