Job Title: Assistant Manager
Job Type: Full Time
Grade: F1
Function/Department: Operations
Reporting to: Manager-Operations
Pay Range: XXXXX
Role Description: In this role, you will play a pivotal role in managing and optimizing our collections operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.
Roles & Responsibilities
- Serve as a mediator, both indirectly and directly, between the client(s) and Firstsource.
- Achieve monthly client and internal targets while meeting all client-specific requirements.
- Stay informed about and communicate changes in regulations, policies, and procedures.
- Ensure the attainment of Client Quality metrics.
- Formulate action plans to align with departmental and client objectives.
- Facilitate performance development initiatives.
- Provide support to the Deputy General Manager (DGM) in their daily responsibilities.
- Coordinate with all departments under the manager's purview.
- Step into the DGM's role during their absence.
- Compile and ensure timely delivery of daily reports, meeting all deadlines.
- Assist the DGM in conducting meetings with other departments
Top of Form
Expected/Key Results
- Meet contractual client obligations
- Meet operational expectations by implementing and maintaining high CTQ standards
- Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form
- Meet revenue targets through FTE delivery, staffing levels, etc
- Meet retention target for the team
- Process improvement through implementation suggestions maximize the efficiency
- Lesser incidents of critical ops process escalations
- Build new client relationships and sustaining existing client relationships
- Build strong internal stakeholder relationships
- Achieve a score of XXXX on Employee Satisfaction parameters for respective programs / processes
- People Engagement and Development - Retention, development and succession planning for LOB / team
- Handle client inquiries and complaints
Preferred Educational Qualifications
- Bachelor's Degree or equivalent work experience
Preferred Work Experience
- Two (2) plus years of managerial experience in the collections industry
Competencies & Skills
- Proficiency in utilizing the CUBS Collection Application (system software).
- Familiarity with the Dialer Collection Application.
- Strong foundational math skills, particularly in calculating percentages.
- Comprehensive understanding of the client's business, including their work standards.
- Knowledge of FDCPA (Fair Debt Collection Practices Act) and relevant State Laws.
- Thorough grasp of Firstsource Policies and Procedures.
- Ability to provide guidance to team members and conduct performance evaluations.
- Willingness to work beyond a standard 40-hour workweek, including weekends.
- High motivation levels, effective communication skills, and a lead-by-example approach.
- Demonstrated leadership abilities that consistently deliver desired performance outcomes by meeting or surpassing targets.
- Effective written and verbal communication skills
- Ability to analyze data and interpret reports
- Ability to manage collector files
- Ability to understand and improve performance
