Collections Operations Manager

Collections Operations Manager
Work Location - Thane, Maharashtra
Shift: US Shift – 6:00 PM–3:00 AM or 7:00 PM–4:00 AM IST
Job Summary
We are seeking an experienced Collections Operations Manager to lead and manage large-scale first-party collections operations . This role requires strong people leadership, operational excellence, and deep domain expertise in collections processes, with a strong preference for US collections exposure.
Key Responsibilities
Lead end-to-end first-party collections operations, ensuring achievement of recovery, productivity, quality, and compliance KPIs
Manage large teams (150+ FTEs) including Team Leaders and Process Leads
Drive performance through call quality improvement, dialer optimization, skip tracing, and segmentation strategies
Ensure adherence to client SLAs, regulatory guidelines, and internal compliance standards
Partner with Training, Quality, Workforce Management, and Analytics teams to improve operational ef...