BPO Collections Manager
Didi
BPO Collections Manager
Mexico City - Mexico
Operation & Strategy - Fintech RegularAbout the company
DiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.
Cuando te unes a Didi, vas a formar parte de una comunidad abierta, inclusiva y diversa de más de 12,000 empleados en todo el mundo. Desde el primer día encontrará una rica cultura global colaborativa donde sus responsabilidades tendrán un impacto directo en la estrategia y el crecimiento de la empresa.
About the team/role
En Didi Fintech, tenemos la misión de brindar empoderamiento financiero a mas personas y comunidades en todo el mundo. Estamos haciendo que los servicios financieros digitales sean más accesibles y brindamos mejores formas para que los usuarios ganen, crezcan y gasten su dinero. Únete a nosotros, ya que ayudamos a nuestros usuarios a crear la tecnología que facilita mejor las finanzas.
Incorpórate a Didi, Call Center de Cobranza, estamos en búsqueda de tu talento para integrarlo a nuestro equipo de trabajo, ocupando el puesto para cobranza BPO Collections Manager
In this role, you'll be...
Reporting to Senior Collection Manager and supported by the Risk Management organization, main Responsabilities:
- Performance managament
- Responsible to achieve collections recovery goals for different collections stages for preventive and recovery stages.
- For the collections performance of external collections vendors (BPO) or agencies,
- Monitor individual and team KPIs such as recovery, efficiency and productivity.
- Conduct daily performance huddles, feedback sessions, and follow up actions plans.
- Promote a culture productivity, accountability, and high performance.
- Operational Execution
- Flawless execution of Didi´s collection policies and procedures in a highly regulated compliance enviornment.Oversees adherence to compiance, quality standards, and regulatory requirements.
- Manage queue assignaments account prioritization, and shift adherence.
- Support communication with the client regarding operational performance, improvements, and alignament strategies.
- Participate in calibration sessions and operational audits and SLA compliance assesments.
- Ensure SLA compliance and adress any scalation in a timely manner.
- Promote a culture of productivity , accountability, and high performance.
- Recommend operational improvements based on data and frontline insights.
- Reporting & Metrics
- Review operational dashboards and reports provided by BI .
- Identify trends, deviations, and opportunities for improvement in agent performance and portfolio behaivor.
- Present daily or weekly operational results to mamagement and client representatives, prepare and present operational updates as required.
We're eager to be in touch because you have...
- Bachelor Degree in Bussines administration, Finance Management (preferred)
- At least three years experience managing external multi-channel collections processes in a financial institution for credit cards and personal loans or five years experience directly managing collections operations processes in a large BPO collections company.
- Highly developed financial accument to work in projects based on unit cost approach
- Fully bilingual English-Spanish (Advanced Business English)
- Full experience designing strategies and pricing / campaings for collections operations
- Proficiency and ability to interpret dashboards.
- Familiarity with Dialers , CRMs, and collections platforms.
You'll love working at DiDi because...
We create user value
We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.
We are data-driven
We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
Win-win Collaboration
Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
We believe in integrity
Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
We are committed to building inclusive and diverse teams
At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.
Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.
We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.