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    Head of Collections - Philippines, Quezon City, Pilipinas - WNS

    WNS
    WNS Philippines, Quezon City, Pilipinas

    5 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan

    Job Description

    • To deliver operational experience and excellence
    • Excellent people / Team Management skills.
    • Develop key metrics and reporting aids that accurately enable decision-making and improvement.
    • Be a key point of contact for whatever team you are managing you are allocated and interact effectively with Senior Management in the pursuit of business goals.
    • Master the intricate details associated with each campaign such that a full accurate understanding of the task at hand is developed.
    • Build bridges with Agents and Team Leads garnering trust and loyalty, and inspiring them to higher levels of performance and career development.
    • Be instrumental in delivering improvements to team and process
    • Conduct staff performance reviews to assess needs, cost-benefit analysis, and other operational strategy assessments.
    • Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
    • Develop company systems for customer interaction and voice response and control the implementation process.
    • Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
    • Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
    • Summarize, collect and analyze trends and data for regular performance reports.
    • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team project.

    Qualification:

    • Must have 15+ years' strong experience in Collections; including Senior Operations Manager experience in a Contact Center/ Banking and Financial environment.
    • Have experience managing 300 + FTE's.
    • Strong knowledge of US Mortgage cycle and;
    • Experience in managing Voice Account
    • Non- Servicing (Collection, Origination, Modification, Compliance Monitoring, Funding) is preferred.
    • Nationwide Mortgage Licensing System (NMLS) required.
    • Amenable to work in a night-shift schedule
    • Amenable to be assigned in Quezon City site
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