Job Description
About the Role
As the Operations Manager , you will lead a B2B Collections Contact Centre operation, ensuring service delivery excellence, KPI achievement, and continuous process improvement. You will oversee people management, client engagement, collections strategy, dispute resolution, and operational performance within the Order-to-Cash environment.
Key Responsibilities
- Lead end-to-end B2B Collections operations within a Contact Centre.
- Drive performance against Collections KPIs, SLAs, and operational targets.
- Manage Collections, Disputes, Deductions, Credit Management, and DSO performance.
- Oversee dialer operations and ensure efficient collections processes.
- Maintain strong knowledge of the complete Order-to-Cash (O2C) cycle.
- Lead recruitment, coaching, mentoring, performance management, and workforce planning.
- Collaborate with internal stakeholder...