Stalwart Management Consulting
Location
Kochi | India
Job description
| 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 | ||||||
| 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 | ||||||
| OTHER REQUIREMENTS | ||||||
| 1. Should be currently managing cards collection | ||||||
| 2. India domestic or UAE experience prefered |
Credit Card Collections,Credit Collection
Designation: Credit Card Collections - Chennai
Vacancies: 2
Experience: 7.0 Year(s) - 12.0 Year(s)
Job tags
Salary
Rs 16 lakh p.a.
