Role and Key Responsibilities:

• Work on Customer experience, People Management, Attrition and Hygiene
• Client engagement & Client Value add projects
• Cost reduction through efficiency
• Manage a delivery group of Team leaders & executives supporting collections line of business
• Be the Compliance and Integrity role model for the team
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients
• Analyse and maintain all Client Service Level Agreements and metrices specific to collections such as PTP’s, PTP conversion rates, recovery rate
• Maximize revenue generation to reach long and short-term financial goals
• Managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
• Conduct regular one-on-ones/skips with direct reports and span to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Key skills and knowledge:

• Strong Banking Domain knowledge and expertise in managing collections or recoveries LOB’s
• Should be well versed in managing collections LOB with attention to detail for metrices gauged - specific to collections LOB
• Strong Interpersonal Skills and ability to interact effectively with stakeholders.
• Flexible, adaptable and demonstrate teamwork skills.
• Flexible to work in a 24/7 shiftenvironment
• Result orientation, Process Oriented, Ability to handle stress and ability to motivate the team
• Strong analytical and reasoning skills
• Ability to prioritize, meet deadlines, deliver stretch assignments
• Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables).
• Strong organizational skills, able to multitask effectively
• Working knowledge of budgeting, cost estimating, capacity utilization
• Knowledge of Organizational structure, workflow, and operating procedures
• Leadership, Analytical, people management and Presentation skills
• Should be an expert in managing delivery
• Demonstrated ability to coach and develop action plans, which maximize performance, provide effective feedback
• Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanour
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates

Mandatory

• Minimum 10 years of international BFSI experience
• Minimum 3 years of managerial experience in International Banking domain with collections/recoveries LOB’s

Educational Qualification: Graduate