Job Description

Job Title: Head of Operations (End to End Collections) Location : Bangalore About us Skit.ai is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. Skit.ai s Collection Orchestration Platform, the world s first solution, streamlines collection conversations by syncing channels and accounts. Skit.ai s Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/ Position Overview: The Vice President of Operations will be responsible for leading and managing the strategy, execution, and performance of 1P (First Party) and 3P (Third Party) collections operations globally. This role is pivotal in ensuring operational excellence, compliance, and delivering exceptional outcomes for both clients and end-customers. The VP will bring a deep understanding of collections processes, contact center operations, and innovative strategies to drive efficiency and success. Key Responsibilities: Strategic Leadership: Define and implement a comprehensive strategy for global collections operations, aligning with the companys growth and client objectives. Establish key performance indicators (KPIs) for 1P and 3P collections, ensuring adherence to benchmarks for recovery rates, customer experience, and compliance. Drive the adoption of innovative technologies and best practices to enhance collections outcomes and operational scalability. Operational Excellence: Ensure seamless and consistent delivery of customer service across all regions and channels (voice, email, chat, and social media). Implement best practices and technologies to improve efficiency, productivity, and customer satisfaction. Monitor and analyze contact center performance data to identify trends, challenges, and areas for improvement. Team Management: Build, lead, and mentor a high-performing team of contact center professionals, includingLeads and agents.. Foster a culture of accountability, continuous improvement, and customer-first thinking. Develop and implement training programs to ensure adherence to compliance standards and enhance collections effectiveness. Customer Experience: Ensure that all customer interactions are handled with professionalism, empathy, and efficiency. Establish processes for handling escalated cases efficiently and fairly. Collaborate with product, sales, and customer success teams to address systemic issues impacting collections. Financial Management: Prepare and manage the contact center budget, ensuring cost-effectiveness without compromising service quality. Identify opportunities to optimize resources and reduce operational costs. Evaluate and negotiate contracts with third-party vendors and outsourcing partners. Compliance and Risk Management: Ensure full compliance with global regulations, including FDCPA, TCPA, and data protection laws. Develop and enforce internal controls to mitigate risks related to collections operations, customer data, and service continuity. Maintain and regularly update business continuity plans for collections operations. Qualifications and Experience: Minimum of 10+ years in leadership roles overseeing collections operations, with at least 5 years managing both 1P and 3P collections. Proven experience managing large-scale, multi-regional collections teams and contact centers. Strong knowledge of collections tools, CRM systems, and analytics platforms. Track record of achieving high recovery rates and maintaining compliance with regulatory standards. Exceptional leadership, communication, and analytical skills. Preferred Skills: Experience in driving digital transformation and implementing AI/automation in contact centers. Familiarity with Lean, Six Sigma, or other process improvement methodologies. Background in industries such as SaaS, BPO, or consumer services. Education: Bachelors degree in Business Administration, Operations Management, or a related field (MBA preferred).