About the role
Experience: 10+ Years
Work Location: Thane, Maharashtra
Job Summary:
First Credit Services is looking for an experienced Collections Operations Manager to lead and manage large-scale first-party collections operations. The role demands strong leadership, operational excellence, and deep domain expertise in collections processes
Key Responsibilities:
- Lead end-to-end first-party collections operations, ensuring achievement of recovery, productivity, and compliance KPIs- Manage large teams (150+ FTEs) including Team Leaders and Process Leads- Drive performance through call quality, dialer optimization, skip tracing, and segmentation strategies- Ensure adherence to client SLAs, regulatory guidelines, and internal compliance standards- Partner with Training, Quality, Workforce, and Analytics teams to improve efficiency and outcomes- Handle escalations and ensure high levels of client satisfaction
Required Skills & Competencies:
- Strong experience in first-party collections (US preferred)- Proven people management capability in high-volume operations- Excellent analytical, decision-making, and stakeholder management skills- In-depth understanding of collections metrics, compliance, and risk controls- Strong communication and presentation skills
Eligibility Criteria:
- Minimum 10+ years of experience in Collections Operations- At least 5+ years in a people management role- Experience with reputed BPO/KPO or captive setups- Exposure to banking, credit cards, loans, or telecom collections preferred- Graduation mandatory; MBA preferred
Why Join First Credit Services?
Opportunity to lead high-impact collections operations in a stable and growing organization, with competitive compensation and long-term career growth.