Division Manager Collections - Gurgaon - Encore Capital Group
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Reporting to the AVP- Operations, the Division Manager (DM) is responsible for managing and achieving business results through a team of Group Managers and Account Managers. This includes the responsibility for all aspects of performance management (setting expectations, observing, coaching, counseling and rewarding); Tracking performance metrics and supporting an engaged and collaborative team environment. As a key operational leader, the DM is also responsible for sharing best practices across global sites through collaboration. They need to do so by identifying, analyzing and implementing solutions that drive results throughout the call center teams. . The DM needs to be the brand ambassador of change within the organization. DM will be responsible for his team call skills and he should continuously work to improve performance through call listening , Coaching and feedback, show and tell on live calls, conducting mock calls and therefore helping his team to driving collections. DM will also be required take Live calls for set hours every month, to learn as well as demonstrate the expertise required to coach on GM.
Communicates and reinforces company goals, policies, practices, values and initiatives in a way that helps his team to understand their contribution and makes them accountable to deliver to success of the organization. 10%
Driving business results: This is to be done through active mentoring, supporting and coaching of group managers & as needed for the account manager to drive consistent achievement of operational goals. This should be done by report analysis, observation and monitoring.Should be able to analyse data for his alignment and accordingly come up with both CA as well the solutions. DM will be responsible for his team call skills and he should continuously work to improve performance through call listening , Coaching and feedback, show and tell on live calls, conducting mock calls and therefore helping his team to driving collections. 50%
Global Perspective: - DM should be able to align and engage with our cross site team and should have the ability to partner on driving performance or operational projects. 5%
Leading Change: - DM 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%
People Management : - Solving for the needs and concerns for his alignment, developing the team members skills and capabilities through effective coaching, mentoring, supporting and building connect with the team members. 15%
Project management: - Develop and/ or implement technical and process strategies that impact a Division, Call Center and/or Organization. Should be able to contribute on projects which has a larger impact and should be able to manage the same on his own. 10%
Required: 5 years of Management experience.. Preference to candidate from Collections Industry. MS Office. Strong analytical skills, proven leadership and negotiation skills.
Preferred: Preferrable Finance or BPO background. Working knowledge of predictive dialer systems, ACD/PBX/IVR Technology, tracking and reporting tools and systems, Knowledge of Compliance laws and regulations.. Access, tracking and reporting tools / systems.
Division Manager, Collections
Gurgaon - Plot 28