ATS Services - Manager - Operations (10-15 yrs)

Company Profile:

- ATS Services is a leading service provider in the Indian BFSI Industry.

- We inculcate a work environment that promotes diversity, embraces change and provides leadership opportunities.

- We provide consulting, services and IT solutions to our customers in the areas of credit & risk, risk analytics, development of scorecards and segmentation models, collections for retail and B2B Customers, Insurance retention and a variety of IT solutions in the areas of credit MIS, business intelligence and business process consulting and automation.

Role: Manager - Operations.

Work Experience: 10- 15 years

Qualification: MBA / Any Post graduation.

- Certified Lean Six Sigma Green / Black Belt (preferred).

- Proficient in Advanced Excel, Preparing Reports, Publishing Dashboards, Power Point Presentations.

Compensation: Best as per the Industry Standards.

Job Location: Faridabad.

Company URL: www.servicesats.com

Operating Results:

- Deliver indicators in line with the agreed customer expectation and agreed Financial Projections on a consistent basis, for the assigned portfolios.

- Performance should be achieved by working on the CRM/dialer to fine-tune/ implement the campaign strategy by segmenting the portfolio (into work lists), applying relevant segment wise /effort based on the customer contactability trends and repayment behavior.

- Track the results on a regular basis using established MIS to identify the areas of improvement and take corrective actions to address the performance gaps.

Process Management:

- Manage the following processes while ensuring that there are no slippages

- Target setting and account allocation process.

- Account coverage and churning process to maximize contact reach.

- Adherence to script and maintenance of Call quality, effectiveness and code of conduct.

- Meet all the information security requirements.

- Set up- new campaigns based on the established process.

- Implement the payment- handling- process while ensuring controls.

- Conduct performance reviews with the clients, take agreed actions to- meet targets signed up with them, proactively seek their involvement and support - be responsive to their requirements and requests (largely these are in terms of information and performance management actions).

- Communicate with the clients formally and informally with a view to ensure that there are no disconnects and /or lack of transparency on either side.

People Management:

- Performance management: target setting, review against target, performance monitoring, coaching and training as required.

- Meeting the administrative requirements and adherence to the HR /other company policies (leave management , attendance , floor discipline, etc).

- Implement- the monetary and non monetary (R&R) programs and maintain a close communication /interaction with the team members in a consistent and meaningful manner to ensure that the attrition is under control on a consistent basis.