About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
The Senior Manager – U.S. Collections will lead multiple teams across LOBs to drive performance, compliance, and client satisfaction, ensuring recovery goals and regulatory standards are consistently met. The role involves close collaboration with clients and internal functions to maintain operational stability, strengthen relationships, and support growth, while fostering a high-performance, compliance-driven culture.
Location/Hours
Location: Bhayandar, Mumbai
Shift: Night (9 hours between 8:00 AM EST – 8:00 PM PST)
Job Responsibilities / Expectations
- Drive process expansion across multiple lines of business
- Lead and oversee Assistant Managers across multiple LOBs to ensure consistent achievement of recovery targets, compliance with KPIs, and client expectations
- Drive daily operational governance by reviewing Assistant Manager action plans, validating floor management effectiveness, and ensuring strong execution across teams
- Monitor portfolio-level performance dashboards, identify trends or gaps, and implement strategic initiatives to improve efficiency, call quality, conversion rates, and overall productivity
- Ensure strict adherence to FDCPA, CFPB, UDAAP, and client-specific requirements by reinforcing SOPs, approving corrective actions, and overseeing compliance escalations
- Provide leadership coaching to Assistant Managers and guide them in developing Team Leaders through structured reviews, calibrations, and performance improvement plans
- Maintain accurate and timely reporting, forecasting, and SLA adherence across all LOBs, ensuring data integrity and operational discipline
- Build and maintain strong client relationships through regular business reviews, performance updates, and strategic discussions to support growth and operational excellence
- Partner with Quality, Training, and Workforce teams to ensure staffing readiness, quality calibration, process consistency, and continuous capability development across teams
- Lead operational improvement initiatives, identifying automation, workflow, or training opportunities to enhance productivity and consumer experience
- Drive team performance through data-driven decision making and strategic interventions
- Manage escalations and ensure timely resolution of complex operational or client-related issues
Minimum Qualifications
- Graduate in any field
- Minimum 8-12 years of experience in collections and financial services domain
- Prior experience in managing multiple clients simultaneously
- Senior leadership experience managing large teams in collections operations
- Experience with late-stage collections is mandatory
- Thorough experience in client management and interaction
- Proven track record of executing process improvement and compliance standards
- Good people development skills with ability to coach and mentor leaders
- Strong understanding of U.S. collections regulations (FDCPA, CFPB, UDAAP)
- Excellent communication and stakeholder management abilities
- Data-driven approach to performance management and decision making
Desired Qualifications
- Master’s degree is an added advantage
- Experience in BPO/BPM environment with U.S. clients
- Certification in collections management or compliance
- Advanced knowledge of collections analytics and reporting tools
- Experience driving digital transformation or automation initiatives
- Strong strategic thinking with ability to balance operational execution
- Track record of scaling operations and managing growth
- Experience with workforce management and capacity planning
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.