Group Manager - Gurgaon - Encore Capital Group
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Introduction to Inventory Management Team (IMT) & Post Purchase Function:
Inventory Management Team manages the inventory (accounts purchased from the issuers/banks). It has two functions - Account Servicing & Post Purchase.
This GM position is for Post Purchase Function within the Inventory Management Team.
Post Purchase function focuses on Effectively working with sellers post-purchase. The goals of this team are
- Recouping investment on non-workable accounts;•Effectively addressing seller requests;•Ensuring optimal consumer experience via post purchase activities like processing of direct payments, adjusting balances, etc.
Group Manager provides leadership and daily management support to the team. The GM accelerates their Account Managers performance with coaching and mentoring to improve daily quality and productivity. They will successfully use their knowledge / practices to align to the Organizational goals in the evolving regulatory environment to achieve the desired business outcomes. This role reports to Operations Manager - IMT.
Drive business results through the active mentoring, managing and coaching of account managers. Drive consistent achievement of operational goals/business metrics based on reporting analysis, observation and monitoring
Identify opportunities for process improvement in operational/company procedures and participate in adhoc projects. Act as a subject matter expert by demonstrating technical knowledge and skills critical to the business and serve as first point of contact for escalations from internal and external customers
Communicates and reinforces company goals, policies, practices, values and initiatives in a way that helps Account Managers understand their contribution to the success of the organization. Other duties as assigned(Kronos/transport/workday/emails)
Communicate and reinforce company goals, policies, practices, values and initiatives in a way that helps Account Managers understand their contribution and accountability to the success of the organization. 20%
Drive business results through the active mentoring, managing and coaching of account managers to drive consistent achievement of operational goals based on reporting analysis, observation and monitoring. 40%
Identify opportunities for process improvement in operational / company procedures and participate on ad hoc project teams; acts as a subject matter expert by demonstrating technical knowledge and skills critical to the business and serves as first contact for escalated calls from customers. 5%
Management of direct reports (reporting to the role) 7-14 20%
Other duties as assigned. 5%
Proactively monitor daily / weekly operational statistics and reporting trends / variances to inform management of potential trends, issues and opportunities. 10%
Preferred: Bachelor; Economics or Finance related major
Required: Minimum 2 years supervisory experience. Strong analytical skills.
Preferred: 1+ years of collections or customer service. FDCPA, finance industry knowledge, knowledge of dialer systems. Access, tracking and reporting tools / systems. Negotiation skills.
Gurgaon - Plot 137