BPO Collections Manager

About the team/role In this role, you’ll be... Reporting to Senior Collection Manager and supported by the Risk Management organization, main responsibilities: Performance management Responsible to achieve collections recovery goals for different collections stages for preventive and recovery stages. For the collections performance of external collections vendors (BPO) or agencies, Monitor individual and team KPIs such as recovery, efficiency and productivity. Conduct daily performance huddles, feedback sessions, and follow up actions plans. Promote a culture productivity, accountability, and high performance. Operational Execution Flawless execution of DiDi’s collection policies and procedures in a highly regulated compliance environment. Oversees adherence to compliance, quality standards, and regulatory requirements. Manage queue assignments account prioritization, and shift adherence. Support communication with the client regarding operational performance, improvements, and alignment strategies. Participate in calibration sessions and operational audits and SLA compliance assessments. Ensure SLA compliance and address any escalation in a timely manner. Promote a culture of productivity, accountability, and high performance. Recommend operational improvements based on data and frontline insights. Reporting & Metrics Review operational dashboards and reports provided by BI. Identify trends, deviations, and opportunities for improvement in agent performance and portfolio behavior. Present daily or weekly operational results to management and client representatives, prepare and present operational updates as required. We’re eager to be in touch because you have... Bachelor Degree in Bussines administration, Finance Management (preferred) At least three years experience managing external multi-channel collections processes in a financial institution for credit cards and personal loans or five years experience directly managing collections operations processes in a large BPO collections company. Highly developed financial accument to work in projects based on unit cost approach Fully bilingual English-Spanish (Advanced Business English) Full experience designing strategies and pricing / campaings for collections operations Proficiency and ability to interpret dashboards. Familiarity with Dialers , CRMs, and collections platforms. You’ll love working at DiDi because... We create user value We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient. We are data-driven We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics. Win‑win Collaboration Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone’s best interest at heart, we communicate with candor and execute with excellence in all we do. We believe in integrity Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other. Growth We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. Diversity and Inclusion Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all. We are committed to building inclusive and diverse teams At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer. Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate. We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of. #J-18808-Ljbffr