Digital Operations

Experience : 3-4 years in a relevant field, with a strong preference for experience in digital collections or digital marketing / campaign management.

Job Summary : The Digital Collections Team Leader is responsible for managing and motivating a team of digital collections specialists to achieve performance targets. This role involves developing and executing digital collections strategies, analyzing campaign performance, and ensuring a positive customer experience. The ideal candidate will have a strong understanding of digital marketing channels, excellent analytical skills, and a proven ability to lead a team. While direct collections experience is a plus, candidates with a strong background in digital campaign management and client handling are highly encouraged to apply.

Key Responsibilities :

• Team Leadership & Management :

o Lead, mentor, and coach a team of digital collections agents to meet and exceed key performance indicators (KPIs).

o Conduct regular performance reviews and provide constructive feedback.

o Foster a positive and high-performance work environment.

o Monitor team performance, ensuring adherence to quality standards and compliance protocols.

o Develop and implement effective digital collections campaigns across various channels such as email, SMS, social media, and chat.

o Analyze campaign data to identify trends, optimize strategies, and improve recovery rates.

o Utilize data analytics to segment customer portfolios and tailor communication strategies.

o Collaborate with the analytics team to build and refine digital collections models.

o Demonstrate strong proficiency in Microsoft Excel to track team performance, analyze campaign results, and create comprehensive reports.

o Prepare and present regular performance reports using PowerPoint for senior management and clients.

o Analyze data to identify opportunities for process improvements and strategic enhancements.

o Serve as a key point of contact for clients, handling inquiries and providing regular updates on collection performance.

o Build and maintain strong relationships with internal and external stakeholders.

o Present performance insights and strategic recommendations to clients in a clear and compelling manner.

o Identify and implement process efficiencies to streamline digital collections operations.

o Ensure all collections activities comply with regulatory requirements and company policies.

o Stay updated with industry trends and best practices in digital collections and customer engagement.

Required Skills and Qualifications :