Operations Manager in UK

Job Title: Manager - Operations

Job Type: Full Time

Function/Department: Operations

Reporting to: Senior Manager/AD-Operations

Please ensure you have experience in the collection process.

Role Description

In this role, you will play a pivotal role in managing and optimising our collections operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.

Roles & Responsibilities

• Act as an operational intermediary between the client and Firstsource, facilitating communication with regular weekly and monthly check-ins requiring verbal and written updates.
• Achieve monthly performance targets.
• Utilise and remain up to date on changes in regulations, policies, and procedures.
• Formulate action plans to achieve departmental objectives.
• Conduct monthly performance evaluations for teams.

Expected/Key Results

• Meet contractual client obligations.
• Meet operational expectations by implementing and maintaining high-quality standards.
• Meet internal/client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc).
• Meet revenue targets through FTE delivery, staffing levels, etc.
• Meet retention targets for the team.
• Drive process improvement through implementation suggestions to maximise efficiency.
• Reduce incidents of critical operational process escalations.
• Build new client relationships and sustain existing client relationships.
• Build strong internal stakeholder relationships.
• Achieve the agreed score on Employee Satisfaction parameters for respective programmes/processes.
• People Engagement and Development - Retention, development, and succession planning for LOB/team.
• Handle client inquiries and complaints.
• Coordinate performance appraisals and terminations with operations job functions.

Preferred Work Experience

• 4/5 plus years of managerial experience in Financial Services with a preference in the Collections industry.

Competencies & Skills

• Familiarity with the Dialler Collection Application.
• Strong foundational math skills, particularly in calculating percentages.
• 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 analyse data and interpret reports.
• Ability to interpret and manage collector files.
• Ability to understand and improve performance.