Job Summary

•  Oversee daily operations and performance of the collections team.

•  Allocate account portfolios and monitor workload distribution.

•   Ensure adherence to SLAs, compliance policies, and audit standards.

•  Lead process improvement initiatives to enhance efficiency and recovery.

•  Manage escalations and coordinate with external collection agencies.

• Develop and maintain SOPs and training materials.

•  Conduct performance reviews and provide coaching to team members.

•   Collaborate with finance and operations for end-to-end O2C alignment."

Key Responsibilities

Team Oversight: Manages daily operations and distributes account portfolios.

• Performance Management: Tracks team KPIs and ensures SLA compliance.

• Escalation Handling: Resolves high-risk or sensitive customer issues.

• Process Governance: Maintains SOPs and ensures audit readiness.

•  Coaching & Development: Conducts reviews and supports team growth.

• Automation Awareness: Identifies opportunities for workflow digitization.

• Stakeholder Engagement: Coordinates with finance and operations teams

Skill Requirements

Minimum Experience - 4 - 5 Years

Other Requirements