Team Manager - Collections Account

Key Responsibilities

• Own end‑to‑end collections performance across assigned teams by monitoring daily KPI trends, identifying outliers, and driving corrective actions at the Team Lead level.
• Conduct regular pod‑level performance reviews with Team Leads, holding structured, data‑backed accountability conversations.
• Set clear performance expectations for each Team Lead and align individual team targets with program‑level SLA commitments.
• Analyze cross‑team performance patterns to distinguish systemic issues from team‑specific 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 zero‑tolerance 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 process‑level 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 first‑line supervisory role (Team Lead or equivalent) with demonstrated people management accountability.
• Proven track record of driving sustained team‑level performance improvement and consistently delivering against client SLA commitments.
• Experience managing multi‑team or multi‑line collections operations is highly preferred.
• Direct exposure to client governance, business reviews, or account‑level client interactions.