Operations Manager - Collections

Wipro; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Wipro seeks an experienced banking operations leader with extensive call centre experience in a high-volume environment. The role focuses on day-to-day collection servicing, issue resolution, and driving productivity and efficiency across a team of agents.

You will ensure KPI/SLA adherence and participate in governance calls with clients. Ideal candidate has 8–10 years in banking operations, exposure to UK Banking/Collections, and a university degree.

Qualifications

• 8 to 10 years of banking operations experience.
• Min 6-7 years in Banking contact centre ops. Exposure to UK Banking / Collections
• Experience in managing call centre operations and leading teams
• Ability to communicate clearly and escalate to senior management.
• Meet the TAT and error free delivery.
• Strong governance and KPI/SLA management.
• University graduate in any discipline.
• Exposure to UK Banking / other vertical Collections is a plus.

Responsibilities

• Managing collection customer servicing process on a day-to-day basis
• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.
• Driving productivity and efficiency
• Plan and prioritize all projects handled by the team.
• Ensuring adherence / Managing KPI and SLAs on ongoing basis
• Managing a team of agents in customer driven environment
• Actively participate in governance calls with the clients for effective process management
• Drive change by successful implementation of process improvement recommendations

Skills

Call centre operations

Team leadership

Client relationships

Regulatory guidelines

UK Banking

Banking experience

English communication

60 FTE management

Education

University graduate

Job description

• 8 to 10 Years of banking operations experience
• Min 6-7 years of experience in Banking contact centre ops. Exposure to UK Banking / Collections

Managing collection customer servicing process on a day-to-day basis

Independently resolve outstanding issues and communicate/escalate problems to Senior Management.

Driving productivity and efficiency

Analysis of reports and determine authenticity of the report, and ability to identify significant variances.

Complete ownership of deliverable of team and handling escalations.

Attend daily calls with customer and explain the status/ progress of deliverables

Respond to customer queries on deliverables

Help team members to fix the issues in daily activities

Act as first level of escalation on delivery issues

Ensure all reference data related activities are completed as per client expectations

Meet the TAT and error free delivery

Contribute to process streamlining and improvement

Plan and prioritize all projects handled by the team.

Ensuring Checklist, Metrics and EOD activities are completed and signed off.

Ensuring timely updates/review of SOPs, Issue Logs

Ensure adherence / Managing KPI and SLAs on ongoing basis

Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items

Maintenance of escalation policies

A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through

Ensure attritions targets are not breached.

Managing a team of agents in customer driven environment

Actively participate in governance calls with the clients for effective process management

Manage operations through end-to-end planning, metrics review and root cause analysis

Manage Client relationship as part of operations delivery

Drive change by successful implementation of process improvement recommendations

Review overall staff performance and recommend training needs

1. Experience in managing call centre Operations. Experience in banking customer service preferred

2. Experience of having managed team of agents with a span of 50 FTE

3. Ability to build & motivate teams

4. Understanding of regulatory guidelines/ laws applicable in banking industry

5. Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills

6. University Graduate - Any Discipline (Graduation is Must)

Good to have Hiring Skills

Exposure to UK Banking / other vertical Collections