Business Process Manager

Key Responsibilities

1. Process Ownership & Delivery

2.     Manage 2–3 client collection processes simultaneously, ensuring achievement of daily, weekly, and monthly collection targets.

3.     Monitor and drive revenue-per-seat productivity and profitability across all processes under purview.

4.     Respond promptly to client queries and provide detailed process updates, insights, and action plans where required.

2. People & Performance Management

Team Leaders, Collection Executives

6.     Ensure adequate coaching, skill development, and motivation of the team through rewards, recognitions, and continuous feedback.

7.     Conduct regular performance reviews and implement corrective action plans (CAPs) for underperformers.

8.     Assist CEs in resolving complex or escalated customer interactions and train them on objection handling.

3. Quality, Compliance & Customer Experience

1.     Ensure process compliance as per client SLAs, regulatory norms, and internal SOPs.

2.     Monitor quality of calls and ensure adherence to call scripts, tone, and collection protocols.

3.     Collaborate with QA to run calibration sessions and drive quality improvements.

4. Client Engagement & Communication

primary point of contact for clients

5.     Provide structured MIS and insights for client consumption and internal management reporting.

5. Operational Efficiency

6.     Optimize dialer utilization, team rosters, and call flow management to improve connect rates and productivity.

7.     Ensure timely attendance, leave tracking, and discipline of team members in coordination with HR and Admin.

8.     Work with the Centre Head on forecasting, resource planning, and execution of new client transitions (if any).

Candidate Profile

Education

Experience

o  6–10 years in BPO/Collections industry

Process Manager

Banks and NBFC

Team Management

Client Management

Tech Skills