Operations Director (Collections)

Key Responsibilities

• Work with Program and Cross-Functional Leads to achieve Platinum Standard/Operational Excellence;

• Work with Business Development, Sales and Management Teams to explore business growth

• Support the Recruitment team to ensure hiring is completed on time for both Consultant and support roles

as needed;

• Participate in the New Hire Orientation to welcome new employees to the programs;

• Support the Training Lead to ensure all required Consultant training is effectively completed on time with

optimal results;

• Work with the Quality and Program Leads to ensure that regular quality monitoring, coaching and

performance intervention that develop, motivate and guide teams are implemented to attain successful

outcomes and business objectives;

• Implement a regular Reward and Recognition mechanism for the program/s;

• Work with HR and Program Leads to ensure that corrective actions are followed through as needed;

• Lead activities in support of employee satisfaction survey results and other sources of employee feedback;

• Work with the Talent Development team to ensure all required developmental training for supervisors are

effectively planned and completed on time;

• Work with HR, Program and Cross-functional leads in identifying and developing a succession plan for all

critical positions in the site;

• Work with the Site Lead for BCP in planning, testing and activation;

• Lead efforts to uphold compliance in all organizational standard procedures and policies (i.e. InfoSec, Physical

Security, Visitor Processing, operational processes, business reviews, etc.); and

• Lead efforts to uphold compliance in all contractual and regulatory requirements (i.e. client SOW,

government requirements, etc.).

Required Skills/Education

• Earned a Bachelor’s degree in any field

• Post Graduate degree and certification preferred

• At least 10 years of BPO experience (inclusive of 2 years in an operations director capacity)

• Strong Financial Business/P&L Management skills

• Strong background in client relationship and operations management

• Should have US Banking and Financial Services background specific to Customer care & Collections