Assistant Manager Collections

We are looking for an experienced and dynamic Assistant Manager for Domestic banking Process to manage and drive performance of a team handling support operations.

The AM will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

Key Responsibilities:

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• Manage a team of TL's
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• Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
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• Conduct team huddles, coaching sessions, and performance reviews
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• Analyze reports and identify performance improvement areas
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• Drive quality and compliance standards
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• Manage attrition and shrinkage
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• Ensure customer satisfaction targets are achieved
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• Coordinate with QA, Training, and Operations teams
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• Prepare weekly/monthly performance reports
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• Conduct WBR/QBR
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Mandatory Skills:

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• Assistant Manager Experience (Minimum 1–2 years as in Collections Process with Dialer Knowledge )
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• KPI Management (AHT, CSAT, NPS, FCR, SLA)
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• Dialer , Masterfile Creation & bucket list managing Knowledge
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• Performance Management
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• Coaching & Mentoring
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• Attrition & Shrinkage etc
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Eligibility Criteria:

Graduate (Any Stream)

1 Year experience in Collections Process as Assistant Manager

Good communication skills