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, we

📌 Senior Manager (Ciudad de México)
🏢 Firstsource
📍 Ciudad de México