Operations Manager

We are seeking a dynamic, strategic, and results-driven Operations Manager to lead our US First-Party Collections line of business. In this role, you will be responsible for overseeing daily operations, managing team performance, ensuring strict adherence to US regulatory compliance, and maintaining a strong relationship with our clients. As a First-Party representative, your primary focus will be optimizing delinquency recovery while strictly preserving the clients brand reputation through customer-centric, empathetic, and professional financial conversations.

Key Responsibilities :-

1. Operational Excellence & Performance Management

• Oversee daily operations of the US First-Party Collections team to ensure all service level agreements (SLAs), Key Performance Indicators (KPIs), and liquidation targets are consistently met or exceeded.
• Monitor and analyze key operational metrics including Roll Rates, Cure Rates, Dollar Recovery, Average Handle Time (AHT), and Abandonment Rates.
• Partner with the Workforce Management (WFM) and Dialer teams to optimize dialing strategies, list penetration, and agent utilization.

2. Leadership & People Development

• Provide direct leadership, mentorship, and guidance to Team Leaders, Quality Analysts, and Customer Care/Collection Agents.
• Conduct regular performance reviews, identify training gaps, and implement targeted coaching plans to improve agent productivity and reduce attrition.
• Foster a positive, high-energy, and collaborative team culture built on accountability and continuous improvement.

3. Compliance & Quality Assurance

• Ensure 100% compliance with US federal and state collection laws, including FDCPA, TCPA, FCRA, and CFPB regulations.
• Collaborate with the Quality Assurance (QA) team to monitor calls, ensuring that agents balance recovery efforts with excellent brand representation and zero tolerance for compliance breaches.
• Lead regular compliance audits and implement corrective action plans where necessary.

4. Client & Stakeholder Relations

• Serve as the primary operational point of contact for the US client, participating in daily, weekly, and monthly business reviews (MBRs/QBRs).
• Proactively identify process bottlenecks and present data-driven solutions or strategic recommendations to both internal leadership and client stakeholders.

Candidate Profile & Requirements: Education & Experience

• Bachelor's Degree in Business Administration, Finance, or a Related Field (preferred).
• 5+ years of experience in BPO Operations Management, with at least 3 years of dedicated experience managing US First-Party Collections or Accounts Receivable (AR) portfolios.
• Proven experience managing a team size of at least 50100+ headcounts (including Team Leaders).

Technical & Functional Skills

Deep understanding of US Collections Compliance (FDCPA, TCPA, etc.).

Strong proficiency in modern call center technology, including Dialer platforms (e.g., Five9, Genesys, Avaya, Noble) and CRM/Collection software.

Exceptional data analysis skills; ability to translate complex spreadsheets into actionable operational strategies.

Soft Skills & Work Dynamics

Excellent verbal and written communication skills in English, with a strong ability to interact confidently with US-based clients.

Strong negotiation, conflict resolution, and decision-making capabilities.

Flexibility to work US shifts (Night Shifts) to align with the client's operational hours.

What We Offer

Competitive base salary with lucrative performance-based incentives. Clear career progression paths within a rapidly growing global BPO organization.

Continuous executive leadership training and professional development.

Contact +918116806787(Aaryan Pradhan)