Operations Manager

Gheewala Human Resource Consultants; Kopar Khairane Village; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Gheewala Human Resource Consultants seeks an Operations Manager to lead debt collection operations in a BPO environment. You will drive recovery strategies, supervise lead agents, and ensure target achievement across daily, weekly, and monthly cycles.

You will monitor KPIs, manage client relationships, and implement process improvements while coaching teams to higher productivity and service quality. This role requires strong leadership and analytical skills in a fast-paced setting.

Qualifications

• 8–12 years of experience in BPO operations with debt collection.
• Bachelor’s degree in any discipline; postgraduate qualification is an advantage.

Responsibilities

• Manage day-to-day debt collection operations and achieve targets.
• Lead and supervise Team Leaders, Supervisors, and Executives.
• Monitor KPIs like collection rates, recovery amounts, PTP conversion, productivity, quality scores.
• Develop and implement collection strategies to improve recovery.
• Prepare daily, weekly, monthly MIS reports.
• Ensure adherence to client requirements, quality standards and regulations.
• Handle client escalations and performance reviews.
• Coach and train teams to improve productivity.
• Identify and implement process improvements to boost efficiency.
• Manage workforce planning and attrition.

Skills

Leadership

Debt collection

KPIs

Client handling

MS Excel

MIS reporting

Analytical thinking

Decision making

Education

Bachelor's degree

Postgraduate qualifications

Tools

MS Excel

MIS systems

Collection management systems

Job description

Job Title: Operations Manager BPO (Debt Collection)

Job Summary:

We are looking for an experienced Operations Manager to lead and manage debt collection operations in a BPO environment. The ideal candidate should have strong expertise in collection strategies, team management, performance monitoring, client handling, and achieving recovery targets.

Key Responsibilities:

• Manage day-to-day debt collection operations and ensure achievement of collection and recovery targets.
• Lead and supervise Team Leaders, Supervisors, and Collection Executives.
• Monitor KPIs, including collection rates, recovery amounts, PTP conversion, productivity, and quality scores.
• Develop and implement effective collection strategies to improve recovery performance.
• Prepare and analyze daily, weekly, and monthly MIS reports.
• Ensure adherence to client requirements, quality standards, and applicable regulatory guidelines.
• Handle client escalations, performance reviews, and operational issues.
• Conduct regular performance reviews, coaching, and training to improve team productivity.
• Identify process improvement opportunities and implement strategies to enhance operational efficiency.
• Manage workforce planning, employee performance, and attrition.

Required Skills:

• Strong leadership, communication, and team management skills.
• Excellent knowledge of debt collection and recovery processes.
• Experience in managing collection targets and operational KPIs.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in MS Excel, MIS reporting, and collection management systems.
• Ability to manage client relationships and drive business performance.

Educational Qualification:

Bachelor's degree in any discipline; a relevant postgraduate qualification is an advantage.

Experience:

8–12 years of experience in BPO operations, with substantial experience in debt collection and recovery.

Industry:

BPO / Call Centre / Banking / Financial Services

Keywords:

Operations Manager, Debt Collection, Collections Manager, Recovery Operations, BPO Operations, Banking Collections, Credit Card Collections, Loan Recovery, Team Management, MIS, KPI Management.