Se necesita Collections & Operations Manager
Para:
Confidencial
Fintech
Collections & Operations Manager
The Collections & Operations Manager reports to the CEO and is responsible for all Collections, Customer Service and operational processes related to the company’s business.
Responsibilities:
- Understand in detail the company’s operational processes and back office systems;
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Lead the company strategy in relation to the external context and get people engaged to implement it in an innovative way;
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Create a customer centric offer and empower their teams to continuously improve the customer experience;
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Drive and empower their team to lead through trust;
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Identify opportunities to improve performance and minimize cost, propose initiatives, write technical requirements for IT teams, conduct acceptance testing on IT development and train the organization in technical changes;
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Propose targets on all relevant operations & collections KPIs and achieve agreed-upon targets;
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Listen to agent calls and ensure QA processes are conducted effectively by the contact center
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Own automated and manual customer communications related to collections and customer services activities, and work closely with Marketing team in the execution of such communications
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Participate in all daily, weekly, and periodic work/management meetings with peers and senior operations leadership
Requisitos:
Requirements
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Degree in Business Administration or Engineering with 5+ years experience in Collections, in consumer finance, Operations/Process management, Customer Service.
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Experience in Operations and process management,
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Strong understanding of contact centers, including in Collections
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Experience in leading teams
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Proficiency in English, verbal and written