Manager/Sr. Manager - Operations (US Collections)

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About the job

Senior Manager U.S. Collections

In addition, the Senior Manager will work closely with clients through business reviews, performance discussions, and strategic planning to strengthen relationships and support growth opportunities. They will collaborate with Quality, Training, and Workforce teams to ensure process consistency, staffing readiness, and operational stability across all LOBs.

The ideal candidate brings extensive U.S. collections experience, strong multi-team leadership, a compliance-first mindset, and the ability to build a high-performance culture while driving business expansion.

Location/Hours

Location: Bhayandar West
Hours: Any 9 hours between 8am EST 8pm PST

Job responsibilities/expectations

• Drive process expansion
• Lead and oversee Assistant Managers across multiple LOBs to ensure consistent achievement of recovery targets, compliance KPIs, and client expectations.
• Drive daily operational governance by reviewing Assistant Manager action plans, validating floor management effectiveness, and ensuring strong execution across teams.
• Monitor portfolio-level performance dashboards, identify trends or gaps, and implement strategic initiatives to improve efficiency, call quality, conversion rates, and overall productivity.
• Ensure strict adherence to FDCPA, CFPB, UDAAP, and client-specific requirements by reinforcing SOPs, approving corrective actions, and overseeing compliance escalations.
• Provide leadership coaching to Assistant Managers and guide them in developing Team Leaders through structured reviews, calibrations, and performance improvement plans.
• Maintain accurate and timely reporting, forecasting, and SLA adherence across all LOBs, ensuring data integrity and operational discipline.
• Build and maintain strong client relationships through regular business reviews, performance updates, and strategic discussions to support growth and operational excellence.
• Partner with Quality, Training, and Workforce teams to ensure staffing readiness, quality calibration, process consistency, and continuous capability development across teams.
• Lead operational improvement initiatives, identifying automation, workflow, or training opportunities to enhance productivity and consumer experience.

Minimum qualifications

• Should be a Graduate in any field.

Desired qualifications

• Should be a Graduate in any field
• Should have extensive U.S. collections experience, strong multi-team leadership, a compliance-first mindset, and the ability to build a high-performance culture while driving business expansion
• Willing to work in US rotational shifts.

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