Assistant Manager Operations

About Credgenics Credgenics is India’s leading SaaS-based platform for debt resolution and legal automation. We help Banks, NBFCs, Digital Lenders, and ARCs streamline collections, recovery, and litigation through technology and data-driven insights. Role Overview We are looking for a result-driven and process-oriented Assistant Manager – Operations to oversee daily operational processes, manage delivery metrics, coordinate with internal stakeholders, and ensure high productivity and compliance across portfolios. The ideal candidate must have prior experience managing telecalling, agency coordination, field operations, or debt recovery in a high-performance environment. Key Responsibilities Oversee day-to-day operations across assigned collections/telecalling portfolios. Coordinate with internal teams (Product, Legal, Support) and external stakeholders (agencies, vendors). Track and ensure compliance with operational KPIs such as TAT, DRR, PTP, stock flow, and resolution rates. Manage escalations, resolve bottlenecks, and implement corrective actions. Monitor performance of agents/agencies and ensure SLA adherence. Provide daily/weekly MIS, dashboards, and performance reports. Support new process rollouts, automation initiatives, and ensure timely execution. Participate in audits, data validations, and process documentation. Required Skills & Experience 4–6 years of experience in collections operations, BPO/KPO, fintech operations, or service delivery roles. Strong analytical mindset and data interpretation skills. Hands-on experience working on tools like Excel, Google Sheets, dashboards, and ticketing systems. Experience managing field or tele-calling teams is a plus. Excellent communication, stakeholder management, and coordination skills. Knowledge of debt recovery processes or collections is preferred but not mandatory. Preferred Background Experience working with fintechs, NBFCs, legal recovery, or tech-enabled collections. Comfortable working in a fast-paced, target-driven environment.