A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location : Mumbai
Position : Manager-Operations
Experience : 10+ years of work experience in related arenas with at least 4+ years in Operation.
Role Description: In this role, you will play a pivotal role in managing and optimizing our collections operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.
Roles & Responsibilities
- Act as an intermediary between the client and Firstsource, facilitating communication.
- Achieve monthly performance targets.
- Utilize and relay updates regarding changes in regulations, policies, and procedures.
- Ensure adherence to both Federal and State Laws in all collections activities.
- Formulate action plans to achieve departmental objectives.
- Conduct monthly performance evaluations for Collection Supervisor
Expected/Key Results
- Meet contractual client obligations
- Meet operational expectations by implementing and maintaining high CTQ standards
- Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form – Meet Internal / Client KPI & SLA (Contact Rates / Payer Rates / Spins / APS / Audit Scores / NG Rates / Quality Scores etc)
- Meet revenue targets through FTE delivery, staffing levels, etc
- Meet retention target for the team
- Process improvement through implementation suggestions maximize the efficiency
- Lesser incidents of critical ops process escalations
- Build new client relationships and sustaining existing client relationships
- Build strong internal stakeholder relationships
- Achieve a score of XXXX on Employee Satisfaction parameters for respective programs / processes
- People Engagement and Development – Retention, development and succession planning for LOB / team
- Handle client inquiries and complaints
- Coordinates performance appraisals and terminations with operations job functions
Competencies & Skills
· Proficiency in utilizing the CUBS Collection Application (system software). – Proficiency in utilizing Collection CRM.
· Familiarity with the Dialer Collection Application.
· Strong foundational math skills, particularly in calculating percentages.
· Comprehensive understanding of the client’s business, including their work standards.
· Knowledge of FDCPA (Fair Debt Collection Practices Act) and relevant State Laws. – Knowledge of FDCPA (Fair Debt Collection Practices Act), CFPB and relevant State Laws
Thorough grasp of Firstsource Policies and Procedures.
· Ability to provide guidance to team members and conduct performance evaluations.
· Willingness to work beyond a standard 40-hour workweek, including weekends.
· High motivation levels, effective communication skills, and a lead-by-example approach.
· Demonstrated leadership abilities that consistently deliver desired performance outcomes by meeting or surpassing targets.
· Effective written and verbal communication skills
· Ability to analyze data and interpret reports
· Ability to manage collector files
· Ability to understand and improve performance
Contact Person;
Reena Baldota
Email [email protected]