Team Manager – Collections (50k Joining Bonus)

About the role

We are seeking an experienced Team Manager to lead our collections pod within a fast‑paced BPO environment. The role is responsible for end‑to‑end collections performance, ensuring client SLA compliance and driving continuous improvement across multiple teams.

Key responsibilities

• Own end‑to‑end collections performance across assigned teams by monitoring daily KPI trends and driving corrective actions.
• Conduct regular pod‑level performance reviews with Team Leads and hold data‑backed accountability conversations.
• Set clear performance expectations for Team Leads and align team targets with program‑level SLA commitments.
• Analyze cross‑team performance patterns to identify systemic issues and direct interventions.
• Oversee and approve Performance Improvement Plans (PIPs) and Corrective Action Plans (CAPs) initiated by Team Leads.
• Coach, develop, and evaluate Team Leads through monthly 1:1s and formal performance reviews.
• Represent operations in client governance forums such as Monthly and Quarterly Business Reviews.
• Lead capacity planning, forecast headcount needs, and coordinate with Workforce Management and Recruitment.
• Develop and maintain operational health dashboards integrating performance, quality, people, and compliance metrics.
• Enforce zero‑tolerance for ethics violations, data breaches, and conduct issues.
• Monitor attrition trends and implement proactive retention strategies with HR.
• Champion adoption of new tools, systems, and dialer configurations through effective change management.

Required profile

• Bachelor's degree in Business Administration, Finance, Communication or related field (preferred).
• Post‑graduate studies or management certifications such as Six Sigma/Green Belt, AI or RPA supervisory programs (advantageous).
• Minimum 7 years BPO experience, at least 5 years in collections or financial services operations.
• At least 2 years in a first‑line supervisory role with proven people‑management accountability.
• Demonstrated track record of driving sustained team performance and meeting client SLA commitments.
• Experience managing multi‑team or multi‑line collections operations is highly preferred.

Required skills

• Lean Six Sigma methodology (e.g., Green Belt)
• Artificial Intelligence (AI) concepts
• Robotic Process Automation (RPA) concepts
• Performance dashboard creation and analysis
• Dialer system configuration