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PRINCIPAL RESPONSIBLITIES |
1. Handle 2nd level escalations |
2. Managing a team of Tele collectors and agency managers in a Dialer driven enviornment |
3. Ensure adherence to KPI and SLAs and support dialer management |
4. Ensure attritions targets are not breached |
5. Actively participate in governance calls with the clients for effective process management |
6. Manage operations through end to end planning, metrics/performance review and root cause analysis on a daily basis |
7. Manage Client relationship as part of operations delivery; |
8. Drive change by successful implementation of process improvement recommendations |
9. Review overall staff performance and recommend training needs |
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CRITICAL SKILLS REQUIRED |
1. Experience in managing Collections process in Retail Banking/ Cards/ Mortgages in an outsourced environment |
2. Experience of having managed team of collections agents with a span of 200+ FTE |
3. Ability to build & motivate teams |
4. Understanding of regulatory guidelines/ laws applicable to Banking & Card Operations |
5. Ability to manage Client escalations and Client relationships |
6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software |
7. Should have experience of managing large pre-emptive & 1st bucket collection operations in a dialer based call center |
8. India domestic market experience is prefered |
9. Should be well versed with analytics and profiling techniques for collection strategy |
10. Should have experience in managing vendors & 3rd party collection agencies |
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OTHER REQUIREMENTS |
1. Should be currently managing cards collection |
2. India domestic or UAE experience prefered |