Own endtoend collections performance across assigned teams by monitoring daily KPI trends, identifying outliers, and driving corrective actions at the Team Lead level.
Conduct regular podlevel performance reviews with Team Leads, holding structured, databacked accountability conversations.
Set clear performance expectations for each Team Lead and align individual team targets with programlevel SLA commitments.
Analyze crossteam performance patterns to distinguish systemic issues from teamspecific gaps and direct interventions accordingly.
Oversee and approve Performance Improvement Plans (PIPs) and Corrective Action Plans (CAPs) initiated by Team Leads.
Ensure consistent application of performance management standards and documentation practices across all teams within the pod.
Coach, develop, and evaluate Team Leads through structured monthly 1:1s, formal performance reviews, and leadership development discussions.
Act as the senior operations representative in client governance forums, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
Own client SLA commitments across teams by proactively managing risks, communicating performance updates, and presenting recovery plans when targets are at risk.
Lead capacity planning efforts by forecasting headcount needs, managing attrition impact, and coordinating with Workforce Management and Recruitment.
Develop and maintain operational health dashboards that integrate performance, quality, people, and compliance metrics.
Enforce a zerotolerance environment for ethics violations, data breaches, and conduct issues, acting swiftly and decisively when incidents arise.
Monitor attrition trends across the pod and implement proactive retention strategies in partnership with Team Leads and HR.
Identify and lead team or processlevel improvement initiatives targeting KPI uplift, efficiency gains, error reduction, and client satisfaction.
Apply lean and continuous improvement methodologies (e.g., root cause analysis, Lean Six Sigma concepts) to resolve persistent operational challenges.
Champion the adoption of new tools, systems, and dialer configurations by leading effective change management within teams.
Qualifications:
Bachelor's degree in business administration, Finance, Communication, or a related field preferred.
Post-graduate studies or management certifications (e.g., Six Sigma /Green Belt, AI, RPA supervisory development programs) are an advantage.
Minimum of 7 years of BPO experience, with at least 5 years in collections or financial services operations.
At least 2 years of experience in a firstline supervisory role (Team Lead or equivalent) with demonstrated people management accountability.
Proven track record of driving sustained teamlevel performance improvement and consistently delivering against client SLA commitments.
Experience managing multiteam or multiline collections operations is highly preferred.
Direct exposure to client governance, business reviews, or accountlevel client interactions.
