Operations Manager

Job Title: Operations Manager BPO (Debt Collection)

Job Summary:

We are looking for an experienced Operations Manager to lead and manage debt collection operations in a BPO environment. The ideal candidate should have strong expertise in collection strategies, team management, performance monitoring, client handling, and achieving recovery targets.

Key Responsibilities:

• Manage day-to-day debt collection operations and ensure achievement of collection and recovery targets.
• Lead and supervise Team Leaders, Supervisors, and Collection Executives.
• Monitor KPIs, including collection rates, recovery amounts, PTP conversion, productivity, and quality scores.
• Develop and implement effective collection strategies to improve recovery performance.
• Prepare and analyze daily, weekly, and monthly MIS reports.
• Ensure adherence to client requirements, quality standards, and applicable regulatory guidelines.
• Handle client escalations, performance reviews, and operational issues.
• Conduct regular performance reviews, coaching, and training to improve team productivity.
• Identify process improvement opportunities and implement strategies to enhance operational efficiency.
• Manage workforce planning, employee performance, and attrition.

Required Skills:

• Strong leadership, communication, and team management skills.
• Excellent knowledge of debt collection and recovery processes.
• Experience in managing collection targets and operational KPIs.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in MS Excel, MIS reporting, and collection management systems.
• Ability to manage client relationships and drive business performance.

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