Head of Collections
3 weeks ago
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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