Director - Customer Service & Collections (B2C)

Location

- Noida

Role Purpose We are seeking a seasoned Customer Operations leader to drive end-to-end Customer Service, Collections, CRM Back-Office Operations, and Offshore Transformation initiatives. The role will be responsible for enhancing collections effectiveness, improving customer experience metrics, stabilizing transitioned operations, and driving large-scale operational transformation across international markets.

This position requires a strategic yet hands-on leader with proven experience in building and managing large customer operations environments, leading offshore migrations, and delivering measurable business outcomes across collections, customer service, and process excellence.

Key Responsibilities

Collections Leadership (60% Focus)

- Own and drive collections strategy, governance, and operational effectiveness across customer portfolios.
- Improve collections performance through aging reduction, backlog clearance, productivity enhancement, and bad debt recovery initiatives.
- Lead service recovery efforts during operational transitions to protect collections outcomes.
- Monitor and improve collections KPIs including recovery rates, delinquency management, conversion leakage, and cash realization.
- Implement process improvements that enhance collection efficiency while maintaining customer experience standards.
- Partner with business stakeholders to optimize cost-to-serve and operational productivity.

CRM Back-Office Operations

- Lead end-to-end CRM back-office operations including case management, workflow orchestration, reporting, and SLA governance.
- Oversee customer journey management across multiple channels and touchpoints.
- Drive operational excellence through Salesforce and digital workflow management.
- Design and implement process controls to improve turnaround times, case resolution effectiveness, and customer outcomes.




- Ensure seamless coordination between collections, customer service, and support functions.

Customer Service & Service Recovery (40% Focus)

- Drive customer service transformation programs focused on improving CSAT, NPS, and service quality.
- Lead service recovery frameworks and escalation management processes.
- Improve first-contact resolution, complaint handling effectiveness, and customer journey experience.
- Establish governance for resolver groups, SLA adherence, and customer issue resolution.
- Implement automation and process improvements to reduce manual effort and enhance customer satisfaction.

Offshore Transformation & Global Operations

- Lead large-scale international process migrations and offshore operating model transformations.
- Manage location setup, hiring, capability building, knowledge transfer, governance, and hypercare stabilization.
- Establish robust transition frameworks ensuring business continuity and customer experience preservation.
- Drive stakeholder alignment across global and regional leadership teams.
- Lead change management initiatives to ensure successful adoption of transformed operating models.
- Build high-performing customer operations teams and governance structures in offshore environments.

Desired Candidate Profile

Mandatory Experience

- 15 - 20 years of experience in Customer Operations, Collections, Customer Service, or Shared Services leadership roles. (NO BEYOND 20yrs we are accepting profile)
- Significant experience managing large-scale B2C customer operations environments.




- Demonstrated leadership in collections strategy, governance, recovery management, and operational excellence.
- Proven experience in offshore transition, migration, or global capability center setup.
- Strong expertise in CRM operations, workflow management, and customer lifecycle management.
- Experience leading large teams across multiple functions and geographies.
- Minimum 5 years tenure with at least one organization, demonstrating ownership of a complete transformation lifecycle.

Preferred Industry Background Candidates from the following industries will be preferred:

- BPO / BPM
- Telecom
- Real Estate
- Shared Services / Global Capability Centers
- Financial Services Collections Operations

Preferred Experience

- Exposure to UAE customer operations and collections processes.
- Experience managing property-related customer journeys, collections, documentation, and service recovery processes.
- Experience with Salesforce Case Management and Digital Service Platforms.
- Robust understanding of service metrics including NPS, CSAT, SLA, TAT, and Collections Effectiveness.

Success Measures The successful candidate will demonstrate measurable impact in:

- Collections recovery performance
- Aging reduction and backlog clearance
- Bad debt improvement
- Customer satisfaction (CSAT) enhancement
- NPS improvement
- SLA adherence
- Service recovery effectiveness
- Offshore transition stabilization
- Productivity and cost-to-serve optimization

Key Competencies

- Collections Strategy & Recovery Management
- Customer Operations Leadership
- Offshore Transition & Migration
- CRM Back-Office Management
- Service Recovery & Escalation Management
- Process Transformation
- Change Management
- Stakeholder Management
- Data-Driven Decision Making
- Operational Excellence
- Salesforce & Digital Operations
- Team Leadership & Capability Building

📌 Director of Customer Service (Noida)
🏢 HRALWAYS
📍 Noida