Industry & Sector: Business Process Outsourcing (BPO) in Financial Services specialising in US consumer debt collection, recovery operations, and program transition management. We support US-based clients with collection operations, compliance, and client-facing transition projects.
Position: Account Manager US Debt Collections & Transition Management (On-site, India)
Role & Responsibilities
- Lead delivery for assigned US debt collection portfolios, driving recovery targets, SLA adherence, and day-to-day operational excellence.
- Manage end-to-end client transitions: plan cutovers, coordinate data migration and knowledge transfer, execute go-live activities, and stabilise post-transition operations.
- Coach and supervise collections teamsset performance goals, implement negotiation strategies, and run targeted quality and training interventions.
- Ensure full regulatory and quality compliance (FDCPA/TCPA), handle escalations and dispute resolution, and maintain audit-ready documentation.
- Own client relationships and communication: deliver regular reporting, actionable insights, and continuous improvement roadmaps to stakeholders.
- Optimize tools and processes using CRM and dialer analytics to improve recovery rates, reduce rollbacks, and increase operational efficiency.
Skills & Qualifications
Must-Have
- US debt collections
- Fair Debt Collection Practices Act (FDCPA)
- Telephone Consumer Protection Act (TCPA)
- Skip tracing
- Negotiation
- Predictive dialer systems
- Salesforce
- Collections reporting
Preferred
- Five9
- Avaya
- Portfolio transition management
Qualifications & Candidate Profile
- Proven experience managing US consumer debt collection accounts with responsibility for performance and client reporting.
- Hands-on experience leading portfolio transitions or operational migrations between vendors or programs.
- Strong verbal and written English suitable for US client engagement; comfort with escalation handling and stakeholder management.
- Available to work on-site in India and able to align with US time zones and client schedules as required.
Benefits & Culture Highlights
- Exposure to US financial services clients, complex portfolio work, and end-to-end transition projectsaccelerated learning and career growth.
- Structured compliance and tools training with measurable performance incentives.
- Collaborative, metrics-driven culture focused on continuous improvement and client satisfaction.
This role is ideal for a results-driven collections professional who combines operational discipline, regulatory knowledge, and client-transition experience to run and scale US debt recovery programs effectively.
Skills: skip tracing,financial services,debt collection,transition management,five9,continuous improvement,negotiation,consumer debt,avaya,salesforce
