Directing, supervising, and coordinating all General Support Collection operations to ensure the achievement of administrative, reporting, and support SLA targets in accordance with established quality standards.
Calculating and executing the manpower fulfillment process for the Collection team in coordination with the HR team.
Monitoring the workflow of the Ops Support team to ensure compliance with expected standards regarding SLAs, output quality (reports, data entry, etc.), and the execution of Desk Collection IVR processes.
Serving as the primary point of contact between Collection users and Collection Vendors to ensure the alignment of operational and strategic goals.
Formulating, finalizing, and strictly monitoring the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for Collection vendors.
Overseeing the calculation of operational expenses and monthly invoices for Collection vendors based on performance data and contractual agreements, as well as processing and submitting payment requests within set deadlines.
