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Call Centre Partner Success Manager-Debt Management
2 months ago
Job Title: Partner Success Manager-Collections Call Centre
Department/Function: Retail Banking
Job Purpose:
To drive collections and achieve targets for 0-30 DPD bucket across all retail products and other campaigns managed through the collections call centre. Manage collection partners for calling and field activities to improve collection rate. Manage operations of Outbound CC through service partnership management. Drive key KPI’s of OB CC in operations
Roles & Responsibilities:
The SPM should have the capability to extract the best out of the partner teams by way of leveraging on their strengths and coaching them in the area that need improvement. SPM keeps the balance and enthusiasm of the partner teams in a highly demanding environment in spite of challenges that situation might pose. Achieve DRR for each product (retail assets) and ultimately achieve the overall monthly collections targets.
Worked in receivables Industry Eg Financial, Telecom.
Having worked in outbound call center management role. Deep understanding of predictive & progressive dialer. Good understanding of various functional areas within credit and collections (dpd, bill cycles, roll over Understanding of campaign management and collections strategies support migration to hosted modelManagerial & Leadership Responsibilities:
Be able to convince stake holders while suggesting or implementing changes, be able to lead cross functional and partner teams independently and in tandem. Ensure independent reporting on parameters that have improved with the changes led.
Educational Qualifications:
Graduation - Any Graduate
Experience: 10 - 18 years of relevant experience in Contact Center operations, collections, collections strategy.
