General Manager – US Collections

DigiFocal IT Solutions Pvt Ltd; Thane; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

A leading IT solutions company in Thane is seeking an experienced General Manager – Collections to oversee large-scale collections operations. This role demands strong leadership and extensive experience in US collections, particularly in managing diverse teams. Ideal candidates should have over 14 years in Collections Operations, with at least 7 years in senior leadership roles. The position offers the opportunity to drive transformation initiatives while ensuring compliance with US regulations and maintaining client relationships. Interested candidates are encouraged to apply.

Qualifications

• Minimum 14+ years of experience in Collections Operations.
• Mandatory experience managing US collections (banking, credit cards, loans, or telecom).
• At least 7+ years in senior leadership roles (AGM / GM / Senior Manager or equivalent).

Responsibilities

• Provide strategic leadership for end-to-end collections operations.
• Drive scale, stability, and operational excellence for large teams.
• Manage high-level escalations and represent operations in leadership forums.

Skills

Strategic leadership

People leadership

US collections expertise

Analytical skills

Client management

Education

Graduation

MBA

Job description

Shift: US Shift – 6:00 PM–3:00 AM/ 7:00 PM–4:00 AM IST

Role Overview:

We are seeking a highly experienced General Manager – Collections to lead large-scale, multi-process collections operations with mandatory exposure to US collections (first-party preferred). This leadership role requires strong strategic oversight, deep domain expertise in US collections, exceptional people leadership, and the ability to drive business outcomes while ensuring compliance, governance, and client satisfaction.

Key Responsibilities

• Provide strategic leadership for end-to-end collections operations (first-party collections preferred)
• Lead and manage senior leadership layers including Senior Managers, Managers, and Operations Heads
• Own overall performance across recovery, productivity, quality, compliance, and cost metrics
• Drive scale, stability, and operational excellence for large teams (300+ FTEs)
• Partner closely with clients and internal stakeholders to ensure SLA adherence and long-term relationship management
• Lead governance, risk management, audit readiness, and regulatory compliance initiatives
• Review MIS, dashboards, and financials to identify trends, risks, and growth opportunities
• Drive transformation initiatives including automation, analytics, digitization, and process optimization
• Support business growth through new client onboarding, transitions, and operational expansions
• Manage high-level escalations and represent operations in senior leadership and client forums
• Build a strong leadership pipeline through coaching, succession planning, and talent development
• Extensive experience in US collections operations with strong exposure to first-party collections
• Proven track record of managing large, multi-layered, and geographically diverse teams
• Strong business and financial acumen, including P&L ownership, budgeting, and cost optimization
• Deep understanding of US collections compliance, risk management, and regulatory frameworks
• Excellent client management, communication, and executive presentation skills
• Ability to operate effectively at both strategic and tactical levels
• Strong analytical and decision-making capabilities

Eligibility Criteria

• Minimum 14+ years of experience in Collections Operations
• Mandatory experience managing US collections (banking, credit cards, loans, or telecom)
• At least 7+ years in senior leadership roles (AGM / GM / Senior Manager or equivalent)
• Experience in BPO/KPO, captive, or financial services environments
• Graduation mandatory; MBA preferred

Interested candidates can share their cv to [e-mail]/[e-mail]