Job Description : Job Description: We are looking at an FTE size of 100 they should have managed internally Credit card collections experience is mandatory with 7-8 yrs collections experience O2C or AR profiles would not fit in for this profile Outbound voice process UAE shifts since it's a UAE client No Sunday holiday it will be Fri 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 Key Skills : Credit Card Collections Credit Collection
