Collections Operations Manager
Work Location - Thane, Maharashtra
Shift: US Shift 6:00 PM3:00 AM or 7:00 PM4:00 AM IST
Job Summary
We are seeking an experienced Collections Operations Manager to lead and manage large-scale first-party collections operations. This role requires strong people leadership, operational excellence, and deep domain expertise in collections processes, with a strong preference for US collections exposure.
Key Responsibilities
- Lead end-to-end first-party collections operations, ensuring achievement of recovery, productivity, quality, and compliance KPIs
- Manage large teams (150+ FTEs) including Team Leaders and Process Leads
- Drive performance through call quality improvement, dialer optimization, skip tracing, and segmentation strategies
- Ensure adherence to client SLAs, regulatory guidelines, and internal compliance standards
- Partner with Training, Quality, Workforce Management, and Analytics teams to improve operational efficiency and outcomes
- Analyze MIS, dashboards, and performance trends to identify gaps and implement corrective actions
- Conduct regular operational reviews with senior management and clients, presenting insights and action plans
- Drive continuous improvement initiatives, automation, and best-practice implementation
- Handle escalations effectively and maintain high levels of client satisfaction
Required Skills & Competencies
- Strong experience in first-party collections (US collections)
- Proven people management capability in high-volume operations
- Excellent analytical, decision-making, and stakeholder management skills
- In-depth understanding of collections metrics, compliance requirements, and risk controls
- Strong communication and presentation skills
Eligibility Criteria
- Minimum 10+ years of experience in US Collections Operations
- At least 5+ years in a people management role
- Experience in BPO/KPO or captive environments
- Exposure to banking, credit cards, loans, or telecom collections preferred
- Graduation mandatory; MBA preferred
Why Join This Role
- Opportunity to lead high-impact collections operations
- Stable and growing business environment
- Strong career progression and leadership exposure
Interested candidates can sent there resume to [Confidential Information]/[HIDDEN TEXT]
