Collections Manager III

4 weeks ago

Mumbai, India JPMorgan Chase & Co. Full time

As a Vice President - Collections Manager III you will be responsible to manage day to day operations for the Escalations team in Collections. This would involve managing a team of around 150+ FTE with 7 to 8 direct reports. It also involves close coordination and working with other enterprise operations sites to ensure business goals and objectives are met. You will provide our team of Collections Specialists with the leadership to help provide exception client experience in a fast moving, dynamic environment. You will need to be exceptional in building partnerships and influencing change across organizations to provide improved escalations paths for critical items, as well as a flexible problem solver that leads by example.

Job Responsibilities:

Provide overall supervision / leadership to the function. Constant focus on customer service and all process flows that lead to delivering best in class service Manage performance on metrics that drive team as well as site performance Develop an environment of continuous focus on quantifiable productivity and quality. Constantly review existing processes and look for opportunities to enhance efficiency Identify business knowledge gaps and ensure everyone has ownership of deliverables. Constant and regular review for direct reports. Set expectations with direct reports, regarding positive motivation and leading through accountability. Work towards improving department competency /performance ratings Develop and lead a team that is responsive to dynamic organizational and operational changes. Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment.

Required qualifications, skills and capabilities: 

Proven ability to lead, coach, and mentor at all position levels as well as consistently maintain high performance level especially in stressful situations  7+ Years of leadership experience in a dynamic work environment Experience managing large call center groups Experience building strong relationships with internal and external business unit stakeholders to help facilitate successful achievement of goals Ability to create and achieve a desired future state vision through influence on group and individual goals.  Strong decision making capabilities and the ability to identify problems and propose solutions Strong attention to detail, organizational, written/verbal communication and presentation skills to senior and executive management Bachelor’s degree or equivalent experience required

Preferred qualifications, skills and capabilities: 

Experience in Card Collection & Escalations preferred

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