- · Service Levels– as per agreed KPI's
- · Attrition and absenteeism - as per agreed KPI's
- · Quality and productivity Improvement - as per agreed KPI's
- · Customer Satisfaction - as per agreed KPI's
- · Level of subject matter expertise - as per agreed KPI's
- Support the 24/7 collections Team, and ensure responsible shift has sufficient manpower to cover operations.
- Manage matrix team with seasoned associates, AMs and drive Collections and Fraud management processes for credit card
- · Take part in credit card transactions monitoring and follow-up suspicious transactions.
- Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation
- Develop and implement comprehensive fraud detection strategies and business rules that balance fraud loss, cost of execution, and customer experience
- Conduct data analysis and prepare for fraud case investigation.
- Develops trending reports and key indicators to serve as early warning risk indicators for potentially fraudulent activity
- Develop AR and various Credit card collection reports such as but not limited to: Rollover performance, DSO performance, Collection efficiency across buckets etc.
- Update management regularly on credit card fraud trend.
- As contact point with client teams, exchange the latest intelligence and formulate preventive strategies and suggestions to management,
- Share knowledge and skill transfer to other team members.
- Ensure client's policies and procedures comply with regulatory requirements.
- Perform other tasks and instructions assigned by Anti Fraud Management, Collections team or senior management
- Should have worked in Collections processes (such as but not limited to: Experience in mitigating online fraud, such as account takeover, phishing, online card testing, etc.) for at least 1 year
- Candidates should have at least two years of experience as Manager - Ops
- Demonstrated ability to achieve sales goals through the management of individual performance objectives
- Must be comfortable in a Collections and Fraud management environment and possess the ability to overcome objections
- Deep understanding of the online payments landscape across all participants – issuer, merchant, acquirer and network
- Ability to analyze large transactional datasets, interpret ambiguous situations, and make decisions under pressure
- Strong training and presentation skills
- Must be effective while working both individually and as part of a team
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Role: Manager - Operations · Location; Alabang, Muntinlupa City · Mode: Work from office · JOB PURPOSE: · The Manager – Operations is responsible for leading and managing large-scale voice operations (up to 200 FTEs) for a pioneer US based airline to ensure delivery excellence, c ...
Muntinlupa City ₱900,000 - ₱1,800,000 (PHP) bawat taon10 oras ang nakalipas
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Job Title: Operations Manager · Department: Operations / Service Delivery · Location: Hybrid – Manila · Employment Type: Full-time · Reporting To: Program Director / Head of Operations · Role Overview · We are seeking an experienced Operations Manager to lead service delivery wit ...
Muntinlupa City ₱600,000 - ₱1,300,000 (PHP) bawat taon10 oras ang nakalipas
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· Department: Operations · Reports To: Director of Operations · Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines · Position Summary: · The Operations Manager at Pinnacle Intelligence plays a critical leadership role within our BPO operations. This position ...
Muntinlupa City, Metro Manila, Philippines ₱600,000 - ₱1,300,000 (PHP) bawat taon1 araw ang nakalipas
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Job description · Managing high volume annotation and labeling work in the field of Trust & Safety, Content Moderation, E-Commerce, Artificial Intelligence, Machine Learning business. · BPO based labeling work in response to high volume and high complexity content postings on soc ...
Muntinlupa City ₱600,000 - ₱1,300,000 (PHP) bawat taon10 oras ang nakalipas
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We are seeking an experienced Operations Manager to lead service delivery within a BPO/shared services environment. · This role is responsible for driving operational performance, managing client expectations, leading high-performing teams, and ensuring delivery against service l ...
Muntinlupa2 linggo ang nakalipas
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The Manager - Operations will help build a well-developed and high-performing team that works together collaboratively. Collaborate with the team to ensure the account is providing consistently excellent products and service. · Day-to-day operations management of around up to 150 ...
Muntinlupa2 linggo ang nakalipas
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The Operations Manager at Pinnacle Intelligence plays a critical leadership role within our BPO operations.This position is responsible for overseeing the daily activities of multiple teams or significant operational segments. · ...
Muntinlupa2 linggo ang nakalipas
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The Operation Manager owns end-to-end service delivery across Tier 1 to Tier 3 teams.You will lead the Team Leads (T1T3), standardize and improve operational processes, and ensure that SLAs, · CSAT,and quality targets are consistently met. · ...
Muntinlupa1 buwan ang nakalipas
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This position is responsible for overseeing the daily activities of multiple teams or a significant operational segment, ensuring the efficient delivery of services and consistent achievement of client Service Level Agreements (SLAs). The Operations Manager will lead and develop ...
Muntinlupa1 buwan ang nakalipas
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The Operations Manager leads a team of Renewal Specialists to achieve renewal and retention targets. They set clear KPIs, monitor progress, and provide regular feedback. · Team Leadership & Performance Management · The manager fosters accountability, collaboration, · & continuous ...
Muntinlupa1 buwan ang nakalipas
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Manage a team of representative/AMs and be directly responsible for team performance.Lead WBR/MBR.Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, · and strategies to meet and exceed performance goal ...
Muntinlupa Buong oras1 linggo ang nakalipas
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Join Infosys BPM as an Operations Manager in Alabang, Muntinlupa and jumpstart your career. · ...
Muntinlupa1 linggo ang nakalipas
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The job is for an Operations Manager responsible for managing a team of collections resources and driving overall performance. The manager will be responsible for supervisory support through leading, monitoring, and delivering results as per Service Level Agreement targets/timeli ...
Muntinlupa3 linggo ang nakalipas
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Directly oversee the operation's sales and personnel to ensure positive morale and effective daily operations. · ...
Alabang, Metro Manila1 buwan ang nakalipas
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+Manage a team of customer success managers to deliver high-quality customer engagement. · + · ,+,+,ul,+li,College Graduate with 6-8 years relevant experience · , · ,li,At least 2-3 years as Operations Manager · , · ,ul,+ +,+,ul,+li,Foster collaboration and continuous learning in ...
Muntinlupa, Metro Manila1 buwan ang nakalipas
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The Operations Manager at Pinnacle Intelligence plays a critical leadership role within our BPO operations. This position is responsible for overseeing the daily activities of multiple teams or a significant operational segment, ensuring the efficient delivery of services, consis ...
Muntinlupa City, National Capital Region3 linggo ang nakalipas
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The Operations Manager is responsible for managing a team of collections resources and driving overall performance. They must produce reports to gauge process performance, steer process meetings/calls to a logical conclusion, analyze data, and come up with recommendable actions. ...
Muntinlupa City, National Capital Region3 linggo ang nakalipas
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This role involves leading the support command centre for a globally recognised technology brand in Alabang, Philippines. · 5 years experience as an Operations Manager overseeing LOB's with a minimum 50 FTE · A deep understanding of omni channel support metrics · ...
Muntinlupa, Metro Manila2 linggo ang nakalipas
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Join Infosys BPM as an Operations Manager in Alabang, Muntinlupa and jumpstart your career · ...
Muntinlupa City, National Capital Region1 linggo ang nakalipas
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Managing high volume annotation and labeling work in the field of Trust & Safety, Content Moderation, E-Commerce Artificial Intelligence Machine Learning business. · ...
Muntinlupa2 linggo ang nakalipas
Operations Manager - Muntinlupa City - EXL Service Philippines, Inc.
Paglalarawan
Job Title: Operations Manager (Collections)
Basic Functions
Manage a team of collections resources and drive overall performance for his/her team. Responsible for supervisory support through Leading, monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.
Performance parameters
Any other essential function that may occur from time to time as directed by the management
Roles/Responsibility
Education Requirements
Graduation (in any stream) or diploma
Work Experience Requirements
· Minimum of 5 years total experience in Business Process Off-shoring
· Must possess strong decision making and accountability skills
· Knowledgeable of best practices within a service-oriented sales environment
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Manager-Operations
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