Senior Manager - Collections Operations (BPO)

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 monthly business reviews.
• Build and enforce operational governance structures, policies, SOPs, escalation procedures, and accountability mechanisms required to maintain healthy and sustainable operations.
• Identify underperforming teams, processes, or leaders and implement structured action plans with measurable timelines and outcomes.
• Ensure appropriate staffing levels and leadership coverage are maintained across all LOBs based on forecasted workload, productivity expectations, shrinkage, attrition, and client demand.
• Partner closely with Workforce Management to review forecasts, schedules, capacity, shrinkage, adherence, staffing requirements, and future hiring needs.
• Partner with Talent Acquisition to define hiring profiles, hiring volumes, ramp requirements, and timelines necessary to support existing and expanding businesses.
• Partner with Training and Quality teams to identify capability gaps and ensure training, coaching, quality standards, and operational expectations remain aligned.
• Collaborate with HR on employee-relations matters while maintaining operational accountability for leadership effectiveness, performance, attendance, and team culture.
• Partner with Finance to understand revenue, cost, profitability, staffing economics, and the financial impact of operational decisions.
• Develop operating plans and strategies designed to improve productivity, collections effectiveness, client satisfaction, and revenue.
• Review business performance at both LOB and portfolio level and allocate leadership attention and resources based on operational and financial priorities.
• Maintain strong control over operational risk, ensuring processes and policies are consistently followed across all teams.
• Ensure compliance with client requirements, internal policies, U.S. financial-services expectations, and applicable collections standards.
• Lead root-cause analysis for significant performance, compliance, quality, staffing, or client-impacting issues.
• Develop recovery plans for underperforming LOBs and provide clear accountability to Managers for execution.
• Lead operational change initiatives, including process redesign, workflow improvements, technology implementation, staffing-model changes, and productivity initiatives.
• Own the leadership structure of assigned businesses, including selection, development, succession planning, performance management, and recommendations regarding leadership changes.
• Create a strong pipeline of Managers, Assistant Managers, Senior Team Leaders, and Team Leaders capable of supporting future growth.
• Serve as a senior point of contact for assigned clients and maintain frequent communication with Directors, Vice Presidents, and other senior stakeholders.
• Lead monthly and quarterly business reviews, presenting performance, financial impact, risks, corrective actions, strategic initiatives, and growth opportunities.
• Proactively identify client pain points and develop operational solutions before issues escalate.
• Translate strong operational results into opportunities for additional scope, new lines of business, increased headcount, and revenue growth.
• Exercise significant autonomy in managing assigned businesses while escalating material risks, investment requirements, or strategic decisions to senior country leadership.

Minimum Requirements

• 6–8+ years of progressive BPO / contact-center operations experience is required.
• Candidates must have significant experience specifically within collections operations .
• Previous experience managing Managers and/or Assistant Managers is required.
• Demonstrated experience leading large-scale contact-center operations of approximately 100+ employees .
• Strong experience managing multiple teams, programs, accounts, or lines of business simultaneously.
• Demonstrated ownership of operational KPIs, governance, performance-management routines, and business-health indicators.
• Proven ability to diagnose underperformance through data and implement structured operational recovery plans.
• Experience managing staffing, productivity, shrinkage, attendance, attrition, quality, SLA, and workforce-performance metrics.
• Strong knowledge of collections KPIs and collection-strategy fundamentals.
• Experience building or enforcing SOPs, policies, operational controls, and escalation frameworks.
• Strong client-management experience, preferably supporting U.S.-based clients.
• Experience presenting performance and strategy to senior client stakeholders such as Directors or Vice Presidents.
• Strong financial and commercial understanding, including revenue, staffing economics, profitability, cost management, and business growth.
• Demonstrated ability to connect operational performance with client retention and revenue expansion.
• Banking, lending, credit, or broader financial-services experience is strongly preferred.
• Knowledge of U.S. banking, collections, regulatory, and compliance expectations is highly desirable.
• Strong analytical, leadership, coaching, decision-making, and change-management capabilities.
• Ability to operate autonomously and assume complete accountability for assigned lines of business.
• Advanced English – minimum C1 required. Candidates without formal certification must be willing to complete an English assessment.

What We Offer

• Competitive monthly base salary based on market rate
• Food vouchers equivalent to 10% of base salary, subject to the applicable legal cap
• Benefits above Mexican statutory requirements
• Christmas bonus above the statutory minimum
• Vacation benefits above the statutory minimum
• Life insurance
• TotalPass gym and wellness access
• Free on-site parking
• Cereal bar and additional site benefits
• Monday–Friday schedule, generally aligned to approximately 8:00 a.m.–6:00 p.m. , with flexibility according to client and business needs