Operations Manager/ Senior Manager

Firstcreditonline; Thane; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

First Credit Services in Thane, Maharashtra, is seeking an experienced Collections Operations Manager to lead and optimize large-scale first-party collections operations. The role requires strong leadership, operational excellence, and deep domain expertise in collections processes.

You will manage 150+ FTEs, drive recovery and productivity while ensuring regulatory compliance, SLAs, and client satisfaction. MBA/Graduation and 10+ years in collections are preferred for this senior role.

Qualifications

• Minimum 10+ years of experience in Collections Operations.
• At least 5+ years in a people management role.
• Experience with reputed BPO/KPO or captive setups.
• Exposure to banking, credit cards, loans, or telecom collections preferred.
• Graduation mandatory; MBA preferred.

Responsibilities

• Lead end-to-end first-party collections operations, ensuring achievement of recovery, productivity KPIs.
• Manage large teams (150+ FTEs) including Team Leaders and Process Leads.
• Drive performance through call quality, dialer optimization, skip tracing, and segmentation strategies.
• Ensure adherence to client SLAs, regulatory guidelines, and internal compliance standards.
• Partner with Training, Quality, Workforce, and Analytics teams to improve efficiency and outcomes.
• Handle escalations and ensure high levels of client satisfaction.
• Strong experience in first-party collections (US preferred).
• Proven people management capability in high-volume operations.
• Excellent analytical, decision-making, and stakeholder management skills.
• In-depth understanding of collections metrics, compliance, and risk controls.
• Strong communication and presentation skills.

Skills

Leadership

Operations Management

First-party collections

Team Management

KPI Management

Analytics

Stakeholder Management

Regulatory Compliance

Communication

Presentation Skills

Dialer Optimization

Quality Assurance

Skip Tracing

Segmentation

Risk Controls

Education

Graduation mandatory

MBA preferred

Job description

Full-Time

Opportunity to work asCollections Operations Manager

Experience: 10+ Years

Work Location: Thane, Maharashtra

Job Summary:

First Credit Services is looking for an experienced Collections Operations Manager to lead and manage large-scale first-party collections operations. The role demands strong leadership, operational excellence, and deep domain expertise in collections processes

Key Responsibilities

• Lead end-to-end first-party collections operations, ensuring achievement of recovery, productivity, and compliance KPIs
• Manage large teams (150+ FTEs) including Team Leaders and Process Leads
• Drive performance through call quality, dialer optimization, skip tracing, and segmentation strategies
• Ensure adherence to client SLAs, regulatory guidelines, and internal compliance standards
• Partner with Training, Quality, Workforce, and Analytics teams to improve efficiency and outcomes
• Handle escalations and ensure high levels of client satisfaction
• Strong experience in first-party collections (US preferred)
• Proven people management capability in high-volume operations
• Excellent analytical, decision-making, and stakeholder management skills
• In-depth understanding of collections metrics, compliance, and risk controls
• Strong communication and presentation skills

Eligibility Criteria

• Minimum 10+ years of experience in Collections Operations
• At least 5+ years in a people management role
• Experience with reputed BPO/KPO or captive setups
• Exposure to banking, credit cards, loans, or telecom collections preferred
• Graduation mandatory; MBA preferred

Why Join First Credit Services?

Opportunity to lead high-impact collections operations in a stable and growing organization, with competitive compensation and long-term career growth.