Operations Supervisor
3 days ago
As a seasoned Operations Supervisor, you will be responsible for overseeing the day-to-day activities of our collections team.
Your primary objective will be to manage collection operations and customer servicing processes, ensuring timely resolution of outstanding issues and effective communication with Senior Management.
This is a challenging opportunity to drive productivity and efficiency while analyzing reports and identifying significant variances.
The ideal candidate will have experience in collection process management and the ability to build and motivate teams.
Responsibilities:
- Managing collection operations/customer servicing process on a day-to-day basis
- Independently resolving outstanding issues and communicating/escalating problems to Senior Management
- Driving productivity and efficiency
- Analyzing reports and determining authenticity of the report, and ability to identify significant variances
- Complete ownership of deliverables of team and handling escalations
- Attending daily calls with customer and explaining the status/progress of deliverables
- Responding to customer queries on deliverables
- Helping team members to fix the issues in daily activities
- Acting as first/second level of escalation on delivery issues
- Supervising Lead Analysts, Senior Analyst, and Analyst
- Ensuring all reference data related activities are completed as per client expectations
- Meeting TAT and error-free delivery
- Contributing to process streamlining and improvement
- Planning and prioritizing all projects handled by the team
- Ensuring Checklist, Metrics, and EOD activities are completed and signed off
- Ensuring timely updates/review of SOPs, Issue Logs
- Ensuring adherence/managing KPI and SLAs on an ongoing basis
- Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
- Ensuring attrition targets are not breached
- Managing a team of agents in customer-driven environment
- Manage operations through end-to-end planning, metrics review, and root cause analysis
- Manage Client relationship as part of operations delivery
- Drive change by successful implementation of process improvement recommendations
- Reviewing overall staff performance and recommending training needs
- Liaising with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery
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