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Senior Bpo Collections Manager PLC

hace 1 mes

Tlahuac, México DiDi Global A tiempo completo

Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

Team Overview:
Reporting to Head of Operations and supported by the Risk Management organization, this position will be responsible for the collections performance of external collections vendors (BPO) or agencies, with direct responsibility of the contract results and flawless execution of Didi´s collection policies and procedures.

Role Responsibilities:
1) Responsible for the performance management of 5+ BPO's external collection vendors

2) Direct Contact with BPO's program managers to ensure contract conditions are met

3) Review vendor payments and or bonuses as main approver as per contract conditions

4) Participate in the desicion maling process to terminate or hire a new BPO vendor for collections

5) Responsible of the production of operational intel, as per the business requirements.

6) Own the procesess continues improvement identifying gaps and proposing mitigation actions.

7) Be proactive to feedback the risk collections policy teams to improve collections models.

8) Ensure the implementation of the Safety Operations strategy.

9) Knowledge of the legal collections framework in Mexico

Role Qualifications:
1) At least five years experience managing external multi-channel collections processes in BPO's of credit cards and/or personal loans.

2) Fully bilingual English-Spanish (Advanced Business English)

3) Proven experience as Contract BPO manager for big BPO players, banks or Fintechs

4) Full experience in managing collection process in a challenging environment

5) Knowledge of collections models and dialers management

6) Long term residence in Mexico City´s Metro Area

EEO Statement:

- We create customer 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.
- We believe in 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.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion - Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

**We are committed to building inclusive and diverse teams.**

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.

**_

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