Manages and develops team competency coverage through cross-training, leadership development and succession planning.
• Proven track record of working cross-functionally to meet critical deadlines and resolve issues
• Drives innovation to improve collections performance and / or reduce cost to serve.
• Maintains a rigorous process of account reviews with the team leads. Ensures that the team
leads are performing effective account reviews with each collector.
• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication
• Collaboration between all the service line components, related to solution and proactive approach for performance and capacity management.
• Develops & manages account service delivery plan. Contributes to strategic account plan.
• Develops and nurtures senior management relationships with the customer.
• Manages client relationships.
• Manages business development.