Operations Manager

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Manager - Operations Collections

Job location: Mumbai

Experience: Min 7 years of experience for Collection process. As Manager min 2yrs on papers experience.

Education: Graduate Must

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

Thorough grasp of Firstsource Policies and Procedures.

· 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:

Contact details

Reena Baldota

Email-reena.baldota@firstsource.com