Operations Manager (BPO) - Collections Account

Operations Manager

Position Overview

The Operations Manager for a Collections Account will oversee daily operations, ensuring compliance with regulatory standards, client requirements, and performance targets. This role requires strong leadership in managing collections teams, driving recovery rates, and maintaining high standards of customer experience while balancing risk and compliance.

• Operational Management
• Lead and manage collections teams to achieve recovery targets and maintain service level agreements (SLAs).
• Monitor call quality, compliance, and adherence to collections strategies.
• Ensure accurate reporting of delinquency, recovery rates, and account status.
• Compliance & Risk Control
• Enforce strict adherence to debt collection laws, data privacy regulations, and client policies.
• Conduct regular audits to minimize compliance risks.
• Implement corrective actions for process gaps or regulatory issues.
• Client & Stakeholder Engagement
• Act as the primary liaison with clients for performance reviews and escalations.
• Provide detailed operational reports and recommend strategies to improve recovery.
• Collaborate with cross‑functional teams (HR, Training, Quality) to support account needs.
• Team Leadership & Development
• Supervise team leads and agents, ensuring coaching and performance management.
• Drive employee engagement and retention strategies in a high‑pressure collections environment.
• Manage workforce planning, scheduling, and resource allocation.
• Process Improvement
• Identify opportunities to optimize collections strategies and improve efficiency.
• Implement automation tools and analytics to enhance recovery performance.
• Benchmark against industry best practices to maintain competitiveness.

• Bachelor’s degree in Business Administration, Finance, or related field.
• 5+ years of BPO operations experience, with at least 2 years in collections management.
• Strong knowledge of collections processes, debt recovery strategies, and compliance requirements.
• Excellent leadership, communication, and analytical skills.
• Ability to manage multiple priorities in a fast‑paced environment.

• Experience handling U.S. or international collections accounts.
• Proficiency in collections software, CRM tools, and reporting systems.