Job Summary

- Oversee daily operations and performance of the collections team.
- Allocate account portfolios and monitor workload distribution.
- Ensure adherence to SLAs, compliance policies, and audit standards.
- Lead process improvement initiatives to enhance efficiency and recovery.
- Manage escalations and coordinate with external collection agencies.
- Develop and maintain SOPs and training materials.
- Conduct performance reviews and provide coaching to team members.
- Collaborate with finance and operations for end-to-end O2C alignment."

Key Responsibilities

Team Oversight: Manages daily operations and distributes account portfolios.

- Performance Management: Tracks team KPIs and ensures SLA compliance.
- Escalation Handling: Resolves high-risk or sensitive customer issues.
- Process Governance: Maintains SOPs and ensures audit readiness.
- Coaching & Development: Conducts reviews and supports team growth.
- Automation Awareness: Identifies opportunities for workflow digitization.
- Stakeholder Engagement: Coordinates with finance and operations teams

Skill Requirements

Minimum Experience - 4 - 5 Years

Must Have Skill

Collections

Valuable to Have Skill

Other Requirements

📌 Senior Specialist (Chennai)
🏢 HCLTech
📍 Chennai