Operations Manager
hace 4 semanas
The Role:
The Manager of Operations drives a critical area responsible for the operation processes behind the outstanding balances of our cardholders. This role requires a specific set of skills that includes analytical reasoning, customer understanding, and management of big operational teams.
Main responsibilities:
- Responsable of establishing and executing standard and scalable collections procedures and strategies. Achieving a high understanding of the collections area needs and the key results to be met.
- Rigorously use data to drive decision making, develop new approaches, evaluate team performance, and advocate for changes that improve the department.
- Own and continuously improve team capabilities, skills and capacity development, including key areas (like processes, quality assurance, workforce management)
- Maintain a customer-oriented focus that has a clear understanding of our clients and the needs of the company.
What we are looking for:
Experience:
- 5+ years of significant consumer credit collections experience
- Leadership skills and capacity to manage a team of more than 400 people, with 5 to 6 direct reports.
Skills and attitudes:
- Excellent verbal & written English. Comfortable with the language.
- CRM tools.
- Collections expertise
- High understanding and ability to analyze information, being able to take decisions. Demonstrated expertise of driving continuous improvement with a focus on process optimization.
- Customer understanding, being empathic with our clients, creating strategies to improve their experience.
- High level of adaptability and excellent project management skills required
- Problem solving
- Leadership skills for big teams
Bonus Points:
- Financial institutions, banks, related fields
- Administrative, economic, engineering or similar academic formation
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