Operations Manager(Loan Collection Manager)

Concentrix; Maharashtra; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Concentrix is seeking an Operations Manager I to coach a group of Team Leaders, oversee Client SLA adherence and financial targets. You will analyze SLAs, drive revenue, train and manage teams, and partner with clients to improve performance.

This role requires banking collections expertise, strong leadership, and the ability to align operations with policy and compliance. You will lead proactive coaching, oversee staffing, and drive continuous improvement across the organization.

Qualifications

• Proven experience in managing loan collection operations within the banking/financial services industry.
• Strong experience in leading large collections teams, driving productivity, recovery performance, and operational targets.
• Hands-on knowledge of delinquency management, recovery strategies, collection KPIs, and portfolio performance.
• Experience in managing client/stakeholder expectations while ensuring adherence to banking policies, compliance, and collection processes.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Job description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders.

This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities:

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Mandatory Experience – Banking Collections

• Proven experience in managing loan collection operations within the banking/financial services industry.
• Strong experience in leading large collections teams, driving productivity, recovery performance, and operational targets.
• Hands-on knowledge of delinquency management, recovery strategies, collection KPIs, and portfolio performance.
• Experience in managing client/stakeholder expectations while ensuring adherence to banking policies, compliance, and collection processes.

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title