Agency Manager

Job description

Job Number

2683267

Business

GE Capital

Business Segment

Capital Industrial Finance

About Us

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Posted Position Title

Agency Manager

Career Level

Experienced

Function

Collections

Function Segment

Collections Strategy

Location(s) Where Opening Is Available

India

City

New Delhi & Gurgaon

Postal Code

380 009

Relocation Assistance

No

Role Summary/Purpose

This position is responsible for working with the Global Performance Manager to oversee the collections operations of outsourced partners and processes for WCS.

Essential Responsibilities

• Coordinate with Agency Performance Manager to establish collections agency KPIs and performance metrics, create champion/challenger programs and ensure delivery in line with contractual obligations
o Measure monthly performance, quality and effectiveness outputs versus targets
o Develop plans and monitor agency productivity and capacity through initiatives to drive quality and effectiveness
o Identify performance improvement areas and provide recommendations
o Communicate agency performance levels including areas of concern to management
• Develop overall collections outsourcing strategy, performance monitoring and governance criteria
• Evaluate current and potential agencies using developed and agreed criteria
• Build and maintain strong agency relationship, communication and operating rhythm; manage all outward agency communication
• Coordinate with collections agencies to hire, train and coach staff to meet expected goals
• Work with Sourcing to establish and revise contractual agreements and on/offboard collections agencies
• Ensure proper due diligence, risk and compliance assessments and completed
• Coordinate with IT and Information Security to ensure requirements are met by agencies
• Establish proper business continuity plans to accommodate collections agency outages
• Establish and execute a collections agency audit and testing process
• Act as a liaison between external collections agencies and internal stakeholders

Desired profile

Qualifications/Requirements

• Bachelor's degree or a High School diploma/GED and a minimum of 3-5 years' experience in legal, financial services, collections, customer service, outbound calling, or call center or equivalent military experience.
• PC proficiency (Microsoft Suite, including: Word, Excel, PowerPoint, and Outlook) or comparable software application.

Desired Characteristics

• Fluent in Hindi.
• Bachelor's degree.
• Excellent communication skills (written and verbal).
• Excellent organizational, follow-up, analytical and problem solving skills.
• Ability to analyze data quickly to identify root cause and drive changes as needed to improve customer experience and reduce cost.
• Business acumen understanding multiple processes and how those processes impact other teams and departments.
• Ability to manage and influence up and laterally to ensure business deliverables are met.
• Multitask and manage multiple projects.
• Flexible interaction style to interact with multiple teams in different geographical locations