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Flamingo BPO

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54 Flamingo BPO Jobs

State Head - Collections North

Flamingo BPO Technology Solutions Ltd

4-8 years

Lucknow

1 vacancy

Flamingo BPO

posted 25d ago

Job Role Insights

Key skills for the job

Data Analysis Customer Service Logistics Operations Analytical Chemistry Risk Management

+ 4 more

Job Description

JOB PURPOSE: We are seeking a dynamic and experienced State Head Collections to oversee and direct field collection operations for a large geographic region, managing multiple Team Leaders, and Field Agents. This senior leadership role focuses on implementing state strategies to optimize debt recovery, streamline operations, and ensure compliance with legal and company policies.

KEY RESPONSIBILITIES:

Implementing Strategy :
- Implement strategic plans for the region to meet collection goals and optimize performance.
- Collaborate with senior management to align state operations with the company s overall business objectives.
- Regularly assess market trends, debtor behavior, and state economic conditions to adjust strategies.
Leadership of Area Managers :
- Lead, mentor, and manage a team of Area Managers responsible for overseeing their respective teams of Team Leaders and Field Agents.
- Set clear goals, KPIs, and performance expectations for Area Managers and monitor progress.
- Conduct regular performance reviews with Area Managers and provide coaching and guidance to improve their leadership capabilities.
Performance Management :
- Oversee and track the performance of all teams within the region to ensure collection targets are met.
- Review performance data from Area Managers and Team Leaders, identifying trends, areas for improvement, and successes.
- Address underperforming areas by implementing corrective measures, reallocating resources, or adjusting strategies.

Operational Oversight :
- Ensure efficient and cost-effective field operations, including travel, logistics, and resource management for all teams in the region.
- Monitor operational budgets, ensuring adherence to financial plans and optimizing costs without compromising performance.
- Standardize processes across the region to maintain consistency in field operations and collection methods.
Escalation Management :
- Handle high-priority cases or issues escalated by Area Managers, Team Leaders, or Field Agents.
- Resolve disputes or negotiations involving large debts, sensitive clients, or legal concerns.
- Collaborate with legal and compliance teams to handle cases that may require legal action.
Data Analysis and Reporting :
- Analyze data from across the region to identify key performance indicators, trends, and opportunities for improvement.
- Provide detailed reports to senior management on state performance, challenges, and financial outcomes.
- Use data-driven insights to refine collection strategies and optimize resource allocation.
Compliance and Risk Management :
- Ensure that all collection activities in the region comply with company policies, local regulations, and legal standards.
- Conduct regular audits of field operations to verify compliance and mitigate risks.
- Implement and enforce risk management protocols to safeguard the company s interests and reputation.
Training and Development :
- Work with HR and training departments to develop and deliver training programs for Area Managers, Team Leaders, and Field Agents.
- Ensure that all staff are up-to-date on debt collection laws, ethical practices, and the latest tools/technologies.
- Promote a culture of continuous improvement and professional development within the region.
Client and Stakeholder Management :
- Build and maintain strong relationships with key clients, partners, and stakeholders in the region.
- Act as the senior point of contact for clients or customers with issues related to collections, ensuring their concerns are addressed effectively.
- Collaborate with other departments (finance, legal, customer service) to resolve issues or implement company-wide initiatives.

Growth and Expansion :
- Identify new opportunities to expand field operations or improve collection rates within the region.
- Develop plans for expanding into new markets or regions as part of the company s growth strategy.
- Recommend resource allocation changes, technology investments, or team expansions to improve overall state performance.

Skills Required:

Leadership and Management Skills :
- Exceptional leadership skills with the ability to manage and mentor a large and diverse team of Area Managers and Team Leaders.
- Experience in conducting performance reviews, providing feedback, and implementing development plans.
- Strong decision-making skills, particularly in high-pressure situations.
Strategic Thinking and Problem-Solving :
- Strong ability to think strategically, set long-term goals, and implement effective plans to achieve them.
- Excellent problem-solving skills to address operational inefficiencies, underperformance, or client issues.
- Analytical mindset with the ability to make data-driven decisions.
Communication and Negotiation :
- Excellent written and verbal communication skills, capable of engaging with senior management, clients, and field staff.
- High-level negotiation skills for resolving disputes, handling escalated cases, and closing significant debts.
Technical Skills :
- Proficiency in data analytics, financial reporting tools, and CRM/collections software.
- Ability to manage mobile technologies and systems used for field operations.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) for reporting and analysis.

Compliance and Legal Knowledge :
- Strong understanding of debt collection laws, compliance regulations, and industry standards.
- Familiarity with risk management practices and legal proceedings related to debt recovery.

Personal Attributes:

High level of integrity and professionalism.
Results-oriented with a focus on achieving and exceeding financial targets.
Ability to manage high workloads and maintain attention to detail under pressure.
Adaptable, flexible, and capable of working in a fast-paced environment.