Firstsource is looking for an experienced Senior Manager – Collections Operations to lead multiple collections lines of business supporting U.S. financial services clients. This is a senior operational leadership position with significant ownership of client relationships, revenue performance, business growth, operational strategy, and people leadership.

The Senior Manager will oversee Managers and Assistant Managers responsible for multiple teams and will act as a primary point of contact for assigned clients. This person will be expected to understand the business beyond day-to-day operations: identifying client needs, improving performance, developing leadership capability, and creating opportunities for account expansion and additional revenue.

The role reports to senior country leadership and is expected to operate with a high degree of autonomy and accountability.

Key Responsibilities
Own the end-to-end operational performance of multiple collections lines of business supporting U.S. banking and financial services clients.




Lead and develop Managers and Assistant Managers responsible for multiple collections teams and approximately 100+ employees across the operation.
Maintain full accountability for the operational health of assigned LOBs, including performance, staffing, productivity, quality, compliance, attrition, attendance, employee engagement, and financial results.
Establish, monitor, and continuously improve operational KPIs and performance standards across all assigned businesses.
Manage collections and BPO performance indicators such as recovery performance, productivity, contact rates, promise-to-pay performance, adherence, occupancy, attendance, attrition, quality, SLA attainment, and other client-specific KPIs.
Conduct regular operational reviews with Managers to identify trends, performance gaps, risks, and corrective actions.
Ensure Managers maintain effective performance-management routines across their teams, including daily, weekly, and mo

📌 Senior Manager – Collections Operations (México)
🏢 Firstsource
📍 México