Operations Manager- US 1st Party Collections

💼Operations Manager – US Collections (1st Party) & Retention

📍Location: Gurugram

📌Must have: Experience in US 1st Party Collections

📌Key Responsibilities

• Manage end-to-end operations for the US 1st Party Collections & Retention process.
• Lead and develop Team Leaders and agents to achieve business KPIs.
• Drive collections, retention, quality, productivity, and SLA performance.
• Ensure compliance with client and regulatory requirements.
• Analyze performance metrics and implement process improvements.
• Handle client escalations and maintain stakeholder relationships.
• Coordinate with Quality, Training, WFM, and HR for operational excellence.

📌Requirements

• 6+ years of BPO operations experience, including leadership roles.
• Experience in US 1st Party Collections and Retention.
• Strong leadership, analytical, and communication skills.
• Willingness to work in US shifts.