Operations Manager

Operations Manager Job Description

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 Exp: 10 - 15 yrs
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