Assistant Manager (Telecommunications)

Firstsource; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Firstsource is seeking a collections leader to manage and optimize our collections operations in the Philippines. The role focuses on timely debt recovery, performance of the team, and meeting client requirements.

You will mediate between clients and Firstsource, drive targets, stay updated on policy changes, and support the DGM with daily duties while coordinating with multiple departments to ensure timely reporting and meetings.

Qualifications

• Bachelor's Degree or equivalent work experience.
• Minimum 2 years of managerial experience in collections or a related field.

Responsibilities

• Manage and optimize collections operations to ensure timely debt recovery and team performance.
• Serve as mediator between clients and Firstsource to align requirements and expectations.
• Achieve monthly client and internal targets while adhering to client-specific rules and SLAs.
• Stay informed about and communicate changes in regulations, policies, and procedures.
• Ensure attainment of client quality metrics and CTQ standards.
• Formulate action plans to align with departmental and client objectives and drive reporting.
• Provide support to the Deputy General Manager (DGM) in daily duties and step in when needed.
• Coordinate with departments under the manager's purview and ensure smooth inter-department collaboration.
• Compile and deliver daily reports on time; assist DGM in meetings with other departments.

Skills

People management

Client liaison

Regulatory awareness

Performance management

Education

Bachelor's degree or equivalent

Job description

Role Description:

In this role, you will play a pivotal role in managing and optimizing our collections operations, ensuring timely recovery of outstanding debts, and fostering a high-performance team environment.

• Serve as a mediator, both indirectly and directly, between the client(s) and Firstsource.
• Achieve monthly client and internal targets while meeting all client-specific requirements.
• Stay informed about and communicate changes in regulations, policies, and procedures.
• Ensure the attainment of Client Quality metrics.
• Formulate action plans to align with departmental and client objectives.
• Provide support to the Deputy General Manager (DGM) in their daily responsibilities.
• Coordinate with all departments under the manager's purview.
• Step into the DGM's role during their absence.
• Compile and ensure timely delivery of daily reports, meeting all deadlines.
• Assist the DGM in conducting meetings with other departments

Expected/Key Results

• Meet contractual client obligations
• Meet operational expectations by implementing and maintaining high CTQ standards
• Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)
• Meet revenue targets through FTE delivery, staffing levels, etc
• Meet retention target for the team
• Process improvement through implementation suggestions maximize the efficiency
• Lesser incidents of critical ops process escalations
• Build new client relationships and sustaining existing client relationships
• Build strong internal stakeholder relationships
• Achieve a score of XXXX on Employee Satisfaction parameters for respective programs / processes
• People Engagement and Development - Retention, development and succession planning for LOB / team
• Handle client inquiries and complaints

Preferred Educational Qualifications

• Bachelor's Degree or equivalent work experience

Preferred Work Experience

• Two (2) plus years of managerial experience in the collections industry