Operations Supervisor

4 days ago

Bengaluru, Karnataka, India beBeeCollections Full time ₹ 9,00,000 - ₹ 12,00,000

Job Opportunity

Overview

Experienced professionals with a strategic mindset are required to supervise the Early Collections team. Key responsibilities include defining process targets, driving continuous process improvement initiatives, and managing overall business operations.

This role involves strong coordination with various departments and teams to ensure critical business goals are achieved.

Key Responsibilities

  • Performance Management:

    • Maintain high levels of performance for key collections service metrics.
    • Drive consistent delivery of process targets.

Strategy Implementation:

  • Effectively implement the overall business strategy for the Early Collections Team.

Process Monitoring & Mitigation:

  • Monitor and manage key Process Metrics including Conversions, Login Hours, Call Quality, ACHT (Average Call Handling Time), and customer complaints.
  • Highlight key risks and provide inputs for Mitigation Plans.

Collection Strategy Improvement:

  • Actively monitor bucket inefficiencies and suggest recommendations to improve the collection strategy.

Dialer & Manpower Planning:

  • Design effective calling strategies and manage dialer operations efficiently.
  • Conduct manpower planning as per forecast volumes.

Team Leadership & Development:

  • Define KPIs and mentor Managers/Assistant Managers.
  • Manage their performance and conduct periodic reviews.

Target Achievement & Reviews:

  • Oversee target distribution and monitor performance through daily and weekly reviews.

Cross-Functional Liaison:

  • Liaise effectively with support functions to continuously improve team performance.

Team Communication:

  • Conduct daily briefings to keep the team oriented towards target achievement.
Qualifications

  • Experience:

    • Expertise in supervising an Early Collection team with a capacity of about employees.

Overall Experience:

  • 8-10 years of experience across Call Center / Banking / Consumer Finance background.

Domain Expertise:

  • Practical experience in Collections strategy and processes.

Technical Skills:

  • Advanced knowledge of MS Office especially Excel macros, formulas, PowerPoint.

Analytical Skills:

  • Advanced financial and analytical thinking.
Requirements

  • Structured approach and strong analytical skills.

  • Strong commitment to meeting agreed deadlines.

  • Flexible and adaptable to changes in a dynamic environment.

  • Creative problem-solving with a proactive approach.

  • Open-minded and innovative in seeking solutions.

  • Cooperative and supportive team player.

  • Able to work and perform effectively under pressure.

  • Possesses effective communication skills both written and verbal.

  • Ability to prioritize and delegate tasks efficiently.

Key Skills

  • Call Center Management

  • BPO Operations

  • Fintech understanding of financial technology

  • Lending Operations

  • Banking Operations

  • Call Center Operations

  • Collections Strategy

  • Team Leadership

  • Process Improvement

  • Performance Monitoring

  • Stakeholder Management

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