Operations Manager

The Operations Manager oversees daily operations to ensure efficiency, productivity, and quality across the organization. This role involves leading cross-functional teams, streamlining processes, and implementing strategies aligned with business goals. The Operations Manager ensures compliance with company policies and industry standards while driving continuous improvement and collaboration across departments. Working closely with senior leadership, they play a key role in optimizing performance and supporting long-term growth.Key ResponsibilitiesTeam Management & LeadershipLead, coach, and motivate collections teams (early-stage, late-stage, recovery, etc.).Set performance goals and conduct regular reviews for team members.Manage staffing, training, and succession planning.Collections OperationsDevelop and implement strategies for effective collections across delinquency stages.Monitor KPIs (e.g., DPD buckets, recovery rate, roll rates, cure rates).Oversee day-to-day queue management and resource allocation.Coordinate with skip tracing, legal, and recovery vendors/agencies as needed.Compliance & Risk ManagementEnsure collections practices comply with local laws, regulations, and internal policies.Address escalated customer complaints and disputes professionally and within SLA.Maintain accurate and auditable documentation.Process OptimizationIdentify areas for process improvement and automation.Work with IT/Tech teams to enhance collections systems, dialers, and CRM tools.Implement analytics to improve segmentation and recovery strategy.Reporting & AnalysisPrepare and present regular performance reports to senior management.Analyze trends and forecast collections performance.Use data insights to drive decision-making and strategy development.Stakeholder CollaborationLiaise with credit risk, legal, compliance, customer service, and finance departments.Manage third-party collections partners and ensure performance SLAs are met.Job RequirementsBachelors Degree in Business, Management, Operations, or related field.3-5 years of experience in logistics, telecommunications, or similar industries, with 2-3 years in a leadership role.Proficient in performance metrics (KPIs) and driving results.Project management experience with the ability to juggle multiple tasks and priorities.Strong analytical, problem-solving, and data-driven decision-making skills.Excellent written and verbal communication skills.Experience in managing operations, workforce management and process optimization.