Manager - Collections
Genpact
Muntinlupa City, Philippines
1d ago

Responsibilities

  • Manages a team of Supervisor / s, including advising, planning, supervising and evaluating the work of assigned staff.
  • Coordinates work flow to achieve the volume encouraged to meet operational requirements.

  • Plan and own the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition
  • Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development.
  • Provides input into hiring decisions.

  • Lead all aspects of supervising performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates.
  • Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.

  • Develops relationships and communicates issues of importance within the department and / or business unit.
  • Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
  • Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
  • Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
  • Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
  • Functional Skills :

  • Good communication and interpersonal skills
  • High energy and dedication levels
  • Good people management and retention skills
  • Technical Skills :

  • Proficient in MS Office (Excel, Word, PowerPoint, etc.)
  • Good analytical skills
  • High flexibility to change
  • Ability to handle conflict and difficult situations
  • Other Skills :

  • Customer Service, Banking and Voice Processing experience is a plus
  • Collections experience is highly preferred
  • Eligibility Criteria :

  • Strong working experience in Customer Experience centric environment
  • Proven experience in an Assistant or Manager role
  • A Bachelor’s Degree holder in any field
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