Opportunity Description
Role Overview
The Senior Manager – Outbound Collections is responsible for leading end-to-end outbound collections operations, driving recovery performance, optimizing contact strategies, and ensuring compliance with regulatory and client standards. The role requires strategic leadership across dialer-led campaigns, analytics-driven collections, and large-scale team management in a BPO/utility environment.
Key Responsibilities
1. Operational Leadership
- Lead and manage outbound collections operations (voice, digital, and blended campaigns).
- Own delivery of key KPIs including:
- Cash collection / recovery rates
- Contact rate
- Promise-to-pay (PTP) conversion
- Broken promise follow-up effectiveness
- Drive daily, weekly, and monthly performance governance across pods/teams.
2. Collections Strategy & Optimization
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