Asst. Manager (OPS)
Encore Capital Services
Currently manage a team size of 35 Individual Contributors & 3 Group Managers who maintain internal payer relationship to achieve planned results.
Monitor, Review, Evaluate & Identify performance gaps and create action plan for the group.
Prepare weekly, monthly business reviews & present to the leadership team calling out performance reasons.
Run process diagnosis at regular intervals to identify and eliminate NVA’s.
Ontime service delivery.
Innovate & improve value chain with project automation & TNA’s.
Collaborate with technology team & strategize inventory management & servicing strategy.
Forecasting, Capacity Planning, Scheduling & deployment of resources & tools.
Work closely with QA team to improve quality and meet SLA.
Audit work flow & gauge productivity & recommend training interventions.
Supervise, lead & mentor 1st line managers in their holistic development.