Senior Manager – Outbound Collections

Role Overview

The Senior Manager – Outbound Collections is responsible for leading end-to-end outbound collections operations, driving recovery performance, optimizing contact strategies, and ensuring compliance with regulatory and client standards. The role requires strategic leadership across dialer-led campaigns, analytics-driven collections, and large-scale team management in a BPO/utility environment.

Key Responsibilities

1. Operational Leadership

• Lead and manage outbound collections operations (voice, digital, and blended campaigns).
• Own delivery of key KPIs including:
• Cash collection / recovery rates
• Contact rate
• Promise-to-pay (PTP) conversion
• Broken promise follow-up effectiveness
• Drive daily, weekly, and monthly performance governance across pods/teams.

2. Collections Strategy & Optimization