Director of Operations

2 weeks ago

Ayala Alabang, National Capital Region, Philippines SRKay Consulting Group Full time $90,000 - $120,000 per year

Hi All,

Greetings From SRKAY Consulting Group

Operations Director (AVP) – Collections

Location : Muntinlupa

Permanent role

Key Responsibilities:


• Oversee outbound and inbound collections operations, ensuring compliance with regulatory requirements (FDCPA, TCPA, etc.).


• Improve collection rates, reduce delinquency, and enhance the quality of customer interactions.


• Ensure agents are properly trained, coached, and evaluated on adherence to call quality, negotiation, and compliance standards.


• Leverage speech analytics, dialer strategies, and segmentation models to optimize agent performance.

Qualifications & Experience:


• Bachelor's degree in business, Operations Management, or a related field; MBA or equivalent advanced degree is a plus.


• Minimum of 10 years of leadership experience in the BPO industry, specifically overseeing voice based collections and back-office order management.


• Proven experience in managing large teams (500+ FTEs), multiple client accounts, and global operations.
•
MUST have experience managing and growing Collections programs


• Strong understanding of collections regulations and best practices across multiple geographies.


• Expertise in BPO tools and platforms (CRM, dialers, ticketing tools, workflow automation, reporting dashboards).


• Excellent client-facing and internal communication skills—both written and verbal.


• Analytical mindset with strong data interpretation and decision-making skills.


• Demonstrated success in driving operational transformation and process excellence.

Regards

Maheshwari Parivallal

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