Manager - Operations

Company Profile:

Manager Operations For Your Reference

Role Description:

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
  

• 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
  

⚠️ Disclaimer: