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]