Operations Manager - Collections

Olyv, Inc.; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Olyv, Inc. in Bengaluru seeks an Operations Manager – Collections Operations to lead and optimize collections activities, overseeing calling teams, collection agencies, and BPO partners to meet daily and weekly targets and ensure SLA compliance.

You will manage KPI dashboards, vendor performance, and process improvements while collaborating with Product, Data, and Finance teams. Strong English and Hindi communication and hands-on cloud dialer experience are essential.

Qualifications

• Must have 5–6 years of experience in Collections, NBFC, Banking, BPO, or Call Center Operations.
• Strong analytical, reporting, and stakeholder management skills.
• Excellent communication skills in English and Hindi.

Responsibilities

• Lead Collections Operations by overseeing calling teams, agencies and BPO partners.
• Drive KPI & performance management, vendor governance and SLA adherence.
• Oversee process & quality management, QA checks and adoption of new tools.
• Collaborate with Product, Data, Collections and Agency teams to improve efficiency.

Skills

English language

Hindi language

Analytical skills

Stakeholder management

KPI management

Call center operations knowledge

Tools

MyOperator

Exotel

Ozonetel

Knowlarity

Job description

Operations Manager – Collections Operations

Job Summary

Lead and manage Collections Operations by overseeing calling teams, collection agencies, and BPO partners. Drive operational performance through KPI management, vendor governance, process compliance, quality assurance, and continuous process improvements.

Key Responsibilities

Collections Operations

• Ensure achievement of daily and weekly targets for calls, conversions, and invoice retrieval.
• Monitor team productivity and operational efficiency.

KPI & Performance Management

• Drive Contact Rate, Conversion Rate, TAT, and Productivity KPIs.
• Monitor dashboards and publish daily/weekly MIS.
• Identify performance gaps and drive corrective actions.
• Manage BPO/calling vendors and agency performance.
• Track SLA adherence and handle escalations.
• Conduct vendor scorecards and Monthly Business Reviews (MBRs).
• Manage agency empanelment, termination, and DRA/Police verification.

Process & Quality Management

• Conduct call audits and monitor quality standards.
• Ensure adherence to collection workflows and SLAs.
• Drive adoption of new tools and operational processes.

Stakeholder & Financial Operations

• Collaborate with Product, Data, Collections, and Agency teams to improve operational efficiency.
• Validate vendor invoices, travel claims, and Agent/TL incentives.
• Support operational costing and budget management.

Must Have

• 5–6 years of experience in Collections, NBFC, Banking, BPO, or Call Center Operations.
• Minimum 1 year of experience managing calling teams and collection agencies.
• Experience managing KPIs, vendor performance, and SLA compliance.
• Hands‑on experience with cloud telephony/dialer platforms (MyOperator, Exotel, Ozonetel, Knowlarity, or similar).
• Strong analytical, reporting, and stakeholder management skills.
• Excellent communication skills in English and Hindi.
• High ownership and ability to work independently.

Good to Have

• Experience in FinTech or Enterprise SaaS.
• Exposure to QA frameworks, call audit tools, and conversation intelligence platforms.
• Experience in a high-performance, ownership-driven culture.