Group Manager Collections - Gurgaon - Encore Capital Group
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Job DescriptionThe Group Manager, Collections reporting to the Division Manager or Sr. Group Manager. The Group Manager is responsible for managing and achieving business results through a team of Account Managers. This includes being responsible for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); performance metrics and tracking and supporting an engaged and collaborative team environment. Group Manager, Collections are also responsible for ensuring proper documentation and compliance with company policy, documentation procedures and FDCPA.
Change Management: - GM should have the ability to and align himself and his team members to the changing business needs and mission and vision of the organization. Should have the ability to spearhead the change management process. 10%
Communicates and reinforces company goals, policies, practices, values and initiatives in a way that helps Account Managers understand their contribution and accountability and helps them deliver to success of the organization. 5%
Driving business results: This is to be done through active mentoring, supporting and coaching of account managers to drive consistent achievement of operational goals based on reporting analysis, observation and monitoring. Proactively monitors daily/weekly operational statistics and reporting trends/ variances to inform management of potential trends, issues and opportunities.Group Manager should also work on building AM call skills through listening to AM calls, Coaching and feedback, doing show and Tell on live calls, conducting mocks and hence help him collections more. Should take Live calls every week, for set hours, to learn as we as demonstrate the expertise required to coach on AM. 75%
People Management : - Solving for the needs and concerns for his team members, developing the team members skills and capabilities through effective coaching, mentoring, supporting and building connect with the team members. 10%
Required: Minimum of 1 - 2 years of supervisory experience in related industries. Strong analytical skills. MS Office. Excellent communication skills.
Preferred: 1+ years of Collections, Sales or Customer Services. FDCPA, finance industry knowledge, knowledge of dialer systems. Access, tracking and reporting tools / systems. Negotiation skills.
Group Manager, Collections
Gurgaon - Plot 28