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Job Title: Head of Operations (End to End Collections)Location: BangaloreAbout UsSkit.ai is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. Skit.ais Collection Orchestration Platform, the worlds first solution, streamlines collection conversations by syncing channels and accounts. Skit.ais Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/Position OverviewThe Vice President of Operations will be responsible for leading and managing the strategy, execution, and performance of 1P (First Party) and 3P (Third Party) collections operations globally. This role is pivotal in ensuring operational excellence, compliance, and delivering exceptional outcomes for both clients and end-customers. The VP will bring a deep understanding of collections processes, contact center operations, and innovative strategies to drive efficiency and success.Key ResponsibilitiesStrategic Leadership: Define and implement a comprehensive strategy for global collections operations, aligning with the company's growth and client objectives. Establish key performance indicators (KPIs) for 1P and 3P collections, ensuring adherence to benchmarks for recovery rates, customer experience, and compliance. Drive the adoption of innovative technologies and best practices to enhance collections outcomes and operational scalability.Operational Excellence Ensure seamless and consistent delivery of customer service across all regions and channels (voice, email, chat, and social media). Implement best practices and technologies to improve efficiency, productivity, and customer satisfaction. Monitor and analyze contact center performance data to identify trends, challenges, and areas for improvement.Team Management Build, lead, and mentor a high-performing team of contact center professionals, includingLeads and agents. Foster a culture of accountability, continuous improvement, and customer-first thinking. Develop and implement training programs to ensure adherence to compliance standards and enhance collections effectiveness.Customer Experience Ensure that all customer interactions are handled with professionalism, empathy, and efficiency. Establish processes for handling escalated cases efficiently and fairly. Collaborate with product, sales, and customer success teams to address systemic issues impacting collections.Financial Management Prepare and manage the contact center budget, ensuring cost-effectiveness without compromising service quality. Identify opportunities to optimize resources and reduce operational costs. Evaluate and negotiate contracts with third-party vendors and outsourcing partners.Compliance And Risk Management Ensure full compliance with global regulations, including FDCPA, TCPA, and data protection laws. Develop and enforce internal controls to mitigate risks related to collections operations, customer data, and service continuity. Maintain and regularly update business continuity plans for collections operations.Qualifications And Experience Minimum of 10+ years in leadership roles overseeing collections operations, with at least 5 years managing both 1P and 3P collections. Proven experience managing large-scale, multi-regional collections teams and contact centers. Strong knowledge of collections tools, CRM systems, and analytics platforms. Track record of achieving high recovery rates and maintaining compliance with regulatory standards. Exceptional leadership, communication, and analytical skills.Preferred Skills Experience in driving digital transformation and implementing AI/automation in contact centers. Familiarity with Lean, Six Sigma, or other process improvement methodologies. Background in industries such as SaaS, BPO, or consumer services.Education Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred).,

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• Head of Operations (End to End Collections)

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Team Leadership, Customer Service, Budgeting, Financial Management, Compliance, Risk Management, Vendor Management, Stakeholder Management, Continuous Improvement, Communication Skills, Negotiation Skills, Leadership, Team Management, Customer Service Orientation, Strategic Thinking,Building Systems Knowledge, Maintenance Protocols Knowledge, Energy Management Knowledge, ProblemSolving Skills

Robotics, Automation, Financial Systems, Analytics, Risk Management, Strategic Thinking, Relationship Management,Lean Digital Transformation, AI

Customer Service, Contact Center, Value Creation, Monetization, Operational Excellence, Governance, Consultative Selling, Analytics, Solution Design, Lean projects,AI projects, 6Sigma methodologies

Team Leadership, Performance Management, Financial Management, Client Management, Stakeholder Management, Risk Management, Compliance,Service Delivery Excellence

Team Leadership, Customer Service, Budgeting, Financial Management, Compliance, Risk Management, Vendor Management, Stakeholder Management, Continuous Improvement, Communication Skills, Negotiation Skills, Leadership, Team Management, Customer Service Orientation, Strategic Thinking,Building Systems Knowledge, Maintenance Protocols Knowledge, Energy Management Knowledge, ProblemSolving Skills

Robotics, Automation, Financial Systems, Analytics, Risk Management, Strategic Thinking, Relationship Management,Lean Digital Transformation, AI

Customer Service, Contact Center, Value Creation, Monetization, Operational Excellence, Governance, Consultative Selling, Analytics, Solution Design, Lean projects,AI projects, 6Sigma methodologies

Team Leadership, Performance Management, Financial Management, Client Management, Stakeholder Management, Risk Management, Compliance,Service Delivery Excellence