About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: Assistant Manager
Job Type: Full Time
Grade: F1
Function/Department: Operations
Reporting to: Manager-Operations
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 departmentsTop of Form
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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
