Operations Manager

2 weeks ago

Taguig, National Capital Region, Philippines Infosys BPM Full time

Collections (Call Centre & Customer Service)

  • Consistently exceeds performance expectations for customer service efforts for assigned accounts based upon individual goals and objectives, e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept.
  • Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
  • Call assigned accounts which may include highly complex accounts and multiple product lines.
  • Assist leadership in handling escalated internal and external inquiries and/or complaints.
  • Utilize established resources for alternative information to reach clients.
  • Offer/execute payment assistance and settlement programs, including expanded authority levels within policy guidelines.
  • Communicate regularly with leadership on status of problem accounts in accordance with established procedures.
  • Ensure that all accounts have been thoroughly worked according to established procedures (including contact attempts, required letters, etc.)
  • Conduct performance reviews with the team
  • Lead MBR with the client
  • Responsible for training/coaching and hiring
  • Responsible for conducting appraisal
  • Managing attrition and invoicing for the program

Key Requirements:

  • Bachelors Degree or Equivalent - Preferably in Finance
  • 5 years of Operations Manager Experience or above.
  • Proven track record of building, developing and managing service delivery and support teams.
  • Solid leadership and people management skills along with previous experience growing and developing an operation function.
  • Experience in defining operational procedures, setting service standards, defining SLA"s etc. It goes without saying that resources also be passionate about delivering exceptional service.
  • Understanding of knowledge management principles and procedures
  • Excellent written, interpersonal, communication and analytical skills

Infosys BPM Philippines, one of the delivery centers of Infosys BPM, began operations in the Philippines in 2007 and has grown to become a next-generation business process management company providing end-to-end outsourcing services for our clients across the globe. The company employs over 3,800 #KaInfoscion in the country and operates in four business sites located across Muntinlupa, Taguig, and Clark, Pampanga.

Our portfolio of services includes Legal Process Management; Human Resource Operations; Technology; Sourcing and Procurement; Sales and Fulfillment; Finance and Accounting; Service Desk; and Customer Service, across industries like CPG and logistics; healthcare and insurance; financial services; retail and life sciences; manufacturing; utilities; energy; and communication services.

We are proud of our Centers of Excellence in Finance and Accounting; Customer Service; and Service Desk. Being one of the high-performing delivery centers of Infosys BPM, we continue to be the destination of choice for voice-based, front-office, and back-office operations. With the implementation of transformational projects, you'll be hard-pressed to find an organization as passionate and dedicated as Infosys BPM Philippines.

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth, or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

Infosys BPM Philippines, one of the delivery centers of Infosys BPM, began operations in the Philippines in 2007 and has grown to become a next-generation business process management company providing end-to-end outsourcing services for our clients across the globe. The company employs over 3,800 #KaInfoscion in the country and operates in four business sites located across Muntinlupa, Taguig, and Clark, Pampanga.

Our portfolio of services includes Legal Process Management; Human Resource Operations; Technology; Sourcing and Procurement; Sales and Fulfillment; Finance and Accounting; Service Desk; and Customer Service, across industries like CPG and logistics; healthcare and insurance; financial services; retail and life sciences; manufacturing; utilities; energy; and communication services.

We are proud of our Centers of Excellence in Finance and Accounting; Customer Service; and Service Desk. Being one of the high-performing delivery centers of Infosys BPM, we continue to be the destination of choice for voice-based, front-office, and back-office operations. With the implementation of transformational projects, you'll be hard-pressed to find an organization as passionate and dedicated as Infosys BPM Philippines.

We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth, or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

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