Senior Manager - Collections Operations (BPO) Firstsource Ciudad de México, Ciudad de México, MX

Descripción del trabajo
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 corre

📌 Senior Manager (Xico)
🏢 Firstsource
📍 Xico