Vice President, Collections (contact Center/bpo) Job in Conneqt Business Solutions

Job Descriptions:

• Define and execute the long-term strategy & roadmap for the function
• Should have handled 1000 + HC across Pan India (Both FOS + Tele-callers)
• Should have hands-on experience in Dialers workflow mandatory.
• Should have hands-on capacity planning, occupancy, P&L management.
• Experience in pure hard collections only Loans of all types & Credit Cards. We are NOT looking for telecom collections, AR, AP, who take care of legal, arbitrary, and risk management collections.
• Experience in handling entire bucket to infinity collections.
• Experience in handling NPS and Delinquencies with huge volumes and portfolios
• Deliver KPIs for the function while raising the bar and benchmarking externally (Experience, quality, speed, cost, compliance, Meet Targets & TAT)
• Collaborate with other cross-functional teams within the org In-house Operations, Workforce Management, Commercial, Planning & Forecasting, Process Excellence, Quality, Program Management & Training, Analytics, Product, Engineering and leverage the teams for delivering great customer outcomes
• Applied Innovation to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps.
• Change Management and Ability to drive change management initiatives, given the dynamic nature of the collections/recoveries business
• Structured and analytical approach with a focus on process improvement
• Establishing a controlled disciplined framework to ensure quality deliverables
• To manage the collections activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost-effective, high-quality service within agreed Targets and timeliness.
• Attrition, Shrinkage to be below the standards as per BPO Industry with a benchmark of