Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Responsibilities:

• • Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables
  • Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
  • Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
  • Works with management and team members to proactively identify, manage, and escalate risks which may impact the business
  • Monitors interactions to ensure that team members are giving accurate information and following approved practices
  • Coaches and develops a positive and productive work environment and builds relationships with business partners.
  • Utilizes reporting for business metrics to guide team member coaching and performance management.
  • Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level
  • Ensures capabilities and knowledge of team members keeps pace with customer expectations.
  • Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
  • May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
  • Delivers what is promised in line with customer expectations
  • Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
  • Must possess procedure driven judgment in order to find the best solution to an issue.
  • Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
  • Should take escalation calls as needed/required.

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• Drive performance of the team on the identified metrices of the process 

  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

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• Stakeholder Interaction & Management 

  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues 

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team 
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition 
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team