Candidate Specifications (MCO Collections) BA with 8-12 years aggregate work experience from a multinational banking/Financial Services/BPO. Have extensive experience in collections, including call centers (international); and with credit cards/financial products.
Have strong leadership & team management skills
Supervises professional staff; Develops and implements programs and procedures to improve productivity in delinquent collection processing; Identifies and develops measurement standards for the improvement of performance and operational effectiveness; Resolves customer complaints referred by management and first line supervisors which cannot be handled through normal channels; Identifies, provides, and/or coordinates staff training; Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Responsible for ensuring a good relationship with client Ensure appropriate staffing to ensure day-to-day operations are not impacted Lead various six sigma projects portfolio/collection metrics & quality improvements. Responsible for Information Security, customer data security and fraud management.