Head of Collections

3 weeks ago


Philippines Quezon City WNS Full time

Job Description

  • To deliver operational experience and excellence
  • Excellent people / Team Management skills.
  • Develop key metrics and reporting aids that accurately enable decision-making and improvement.
  • Be a key point of contact for whatever team you are managing you are allocated and interact effectively with Senior Management in the pursuit of business goals.
  • Master the intricate details associated with each campaign such that a full accurate understanding of the task at hand is developed.
  • Build bridges with Agents and Team Leads garnering trust and loyalty, and inspiring them to higher levels of performance and career development.
  • Be instrumental in delivering improvements to team and process
  • Conduct staff performance reviews to assess needs, cost-benefit analysis, and other operational strategy assessments.
  • Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
  • Develop company systems for customer interaction and voice response and control the implementation process.
  • Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
  • Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
  • Summarize, collect and analyze trends and data for regular performance reports.
  • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team project.

Qualification:

  • Must have 15+ years' strong experience in Collections; including Senior Operations Manager experience in a Contact Center/ Banking and Financial environment.
  • Have experience managing 300 + FTE's.
  • Strong knowledge of US Mortgage cycle and;
  • Experience in managing Voice Account
  • Non- Servicing (Collection, Origination, Modification, Compliance Monitoring, Funding) is preferred.
  • Nationwide Mortgage Licensing System (NMLS) required.
  • Amenable to work in a night-shift schedule
  • Amenable to be assigned in Quezon City site

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