Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines M.B.A. Consulting Philippines Inc. Full time

Collections (Call Centre & Customer Service)

The Operations Manager in M.B.A. Consulting Philippines Inc. is responsible for managing the overall operations of the collections department. This includes overseeing the collections process, developing strategies to improve recovery rates, ensuring compliance with legal and regulatory requirements, and maintaining high standards of customer service. The Operations Manager will work closely with other departments to ensure seamless operations and the achievement of business objectives.

Key Responsibilities:

Team Management:

  • Lead, coach, and supervise the collections team.
  • Conduct performance evaluations and provide regular feedback.
  • Organize and facilitate training programs to enhance team performance.

Operations Oversight:

  • Develop and implement effective collection strategies and processes.
  • Monitor daily operations to ensure efficiency and compliance.
  • Allocate tasks and manage workflow to meet targets and deadlines.

Compliance and Reporting:

  • Ensure compliance with relevant laws, regulations, and company policies.
  • Prepare and present regular reports on collections activities, performance metrics, and key performance indicators (KPIs) to senior management.
  • Conduct internal audits to ensure accuracy and adherence to policies.

Process Improvement:

  • Identify areas for process improvement and implement best practices.
  • Utilize data analytics to drive decision-making and strategy development.
  • Collaborate with IT and other departments to integrate technological solutions.

Customer Relations:

  • Address escalated customer issues and complaints, ensuring satisfactory resolutions.
  • Develop and implement strategies to improve customer experience and satisfaction.
  • Manage the collections department's budget and control expenses.
  • Analyze financial data related to collections and recovery rates to inform strategy.

Strategic Planning:

  • Participate in strategic planning and goal-setting for the collections department.
  • Align department goals with the overall business objectives.

Qualifications:

Education:

  • Bachelor's degree in Business Administration, Finance, Accounting, or a related field. A Master's degree is preferred.

Experience:

  • Minimum of 5-7 years of experience in collections, with at least 3 years in a supervisory or managerial role.
  • Proven track record of successful team management and process improvement in a collections environment.

Skills:

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in using collection software and CRM systems.
  • Strong analytical and problem-solving skills.
  • Knowledge of relevant laws and regulations in collections.
  • Ability to handle high-pressure situations and resolve conflicts.
  • Financial acumen and budgeting experience.

Leadership:

  • Ability to inspire and motivate the team to achieve goals.
  • Strong decision-making and delegation skills.

Analytical Thinking:

  • Proficiency in data analysis to drive strategies and improvements.
  • Ability to interpret financial reports and metrics.

Customer Focus:

  • Commitment to providing excellent customer service.
  • Skills in managing and resolving customer disputes effectively.

Compliance Awareness:

  • In-depth understanding of compliance requirements and ethical practices.
  • Ability to ensure the team adheres to regulatory standards.
  • Ability to adapt to changes in the industry and implement new strategies quickly.
  • Innovative thinking to drive process enhancements.

Working Conditions:

  • The role is typically office-based with standard working hours.
  • Occasional travel may be required for meetings, training, or conferences.
  • The position may involve handling high-pressure situations and tight deadlines.
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

Consulting Services

WHAT DO WE DO?

We help to restore the balance of interests for financial system players, by relieving the society of debt problems.

WHAT ARE WE GOOD AT?

We are a recognized expert in the management of distressed retail assets, able to provide fast and efficient debt recovery for financial institutions, public sector, telecom, utilities, insurance, transport and energy companies.

WHAT DO WE HAVE?

a world-class professional team

22 years of experience in the industry

Successful track record of operations in Europe and Asia

LOCATIONS

We established presence in CEE and CIS, and are currently expanding

our operations by targeting more locations in Asian region including the Philippines.

Be part of our growing and amazing team

For interested applicants please click "APPLY NOW" and be sure to upload your updated CV or resume through Jobstreet

WHAT DO WE DO?

We help to restore the balance of interests for financial system players, by relieving the society of debt problems.

WHAT ARE WE GOOD AT?

We are a recognized expert in the management of distressed retail assets, able to provide fast and efficient debt recovery for financial institutions, public sector, telecom, utilities, insurance, transport and energy companies.

WHAT DO WE HAVE?

a world-class professional team

22 years of experience in the industry

Successful track record of operations in Europe and Asia

LOCATIONS

We established presence in CEE and CIS, and are currently expanding

our operations by targeting more locations in Asian region including the Philippines.

Be part of our growing and amazing team

For interested applicants please click "APPLY NOW" and be sure to upload your updated CV or resume through Jobstreet

Don't provide your bank or credit card details when applying for jobs.

What can I earn as an Operations Manager

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