Operations Manager

Job Title: Operations Manager ( Collections)

Basic Functions

Manage a team of collections resources and drive overall performance for his/her team. Responsible for supervisory support through Leading, monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.

Performance parameters

· Service Levels– as per agreed KPI's

· Attrition and absenteeism - as per agreed KPI's

· Quality and productivity Improvement - as per agreed KPI's

· Customer Satisfaction - as per agreed KPI's

· Level of subject matter expertise - as per agreed KPI's

Any other essential function that may occur from time to time as directed by the management

Roles/Responsibility

· Support the 24/7 collections Team, and ensure responsible shift has sufficient manpower to cover operations.

· Manage matrix team with seasoned associates, AMs and drive Collections and Fraud management processes for credit card

· Take part in credit card transactions monitoring and follow-up suspicious transactions.

• Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation
• Develop and implement comprehensive fraud detection strategies and business rules that balance fraud loss, cost of execution, and customer experience

· Conduct data analysis and prepare for fraud case investigation.

· Develops trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity

· Develop AR and various Credit card collection reports such as but not limited to: Rollover performance, DSO performance, Collection efficiency across buckets etc.

· Update management regularly on credit card fraud trend.

· As contact point with client teams, exchange the latest intelligence and formulate preventive strategies and suggestions to management,

· Share knowledge and skill transfer to other team members.

· Ensure client's policies and procedures comply with regulatory requirements.

Perform other tasks and instructions assigned by Anti Fraud Management, Collections team or senior management

Education Requirements

Graduation (in any stream) or diploma

Work Experience Requirements

· Minimum of 5 years total experience in Business Process Off-shoring

• Should have worked in Collections processes (such as but not limited to: Experience in mitigating online fraud, such as account takeover, phishing, online card testing, etc.) for at least 1 year
• Candidates should have at least two years of experience as Manager - Ops

· Must possess strong decision making and accountability skills

· Knowledgeable of best practices within a service-oriented sales environment

• Demonstrated ability to achieve sales goals through the management of individual performance objectives
• Must be comfortable in a Collections and Fraud management environment and possess the ability to overcome objections
• Deep understanding of the online payments landscape across all participants – issuer, merchant, acquirer and network
• Ability to analyze large transactional datasets, interpret ambiguous situations, and make decisions under pressure
• Strong training and presentation skills
• Must be effective while working both individually and as part of a team