Description

Responsibilities: Lead collections operations within customer care, ensuring adherence to client SLAs, compliance standards, and recovery targets. Manage team structure and capacity planning, aligning resources with delinquency volumes and operational goals. Drive performance through monitoring of collection metrics, process optimization, and implementation of best practices. Build and maintain strong client relationships through regular governance meetings, performance reviews, and strategic discussions. Oversee quality assurance across collections interactions, ensuring regulatory compliance and effective resolution strategies. Facilitate training and development programs to enhance team capabilities in negotiation, empathy, and regulatory knowledge. Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in collections workflows.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Treasury Professional (CTP) - Instituto Nacional de Aprendizaje Instituto Nacional de Aprendizaje

Required Skills

Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Fraud Analytics

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Collections

Remote Type -

Office

Work Shift -

Night Job (India)

Why join Genpact?




• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Prospect Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

📌 Front Line Manager - Customer Care - Collections 4C (India)
🏢 1401 Genpact India
📍 India