BPO Manager

Overview

We hire people, not positions. That's because at Genesis, we put people first, and that includes our customers, partners, and employees.

Genesis is the national leader in non-prime credit card. We serve millions of customers, and we're fair and transparent in all interactions.

As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation and strive to make an impact.

Join the nation’s leader in second-look finance servicing as our BPO Manager!

The impact you’ll have at Genesis:

The BPO Manager coordinates services between Genesis Financial Solutions and their contracted outsourcing agencies (BPOs). The role will be responsible for contract adherence, performance management, and continuous improvement of all in-scope Business Process Outsource (BPO) contracts. The Outsourcing Manager will manage the vendor relationship globally, including vendor governance, service delivery, contract administration and oversight, risk mitigation and control to impact and drive desired business outcomes for Genesis Financial Solutions.

Responsibilities

As our BPO Manager you will:

• Serve as the primary relationship manager between Genesis and contracted BPO(s).
  • Develop open channels of communication with both internal and external points of contact to establish and maintain strong business relationships
• Communicate appropriately with all levels from executives to agents, both internally and externally
• Function in an oversight role relative to monitoring service delivery provided by BPO(s) including, but not limited to:
  • Customer Service & Collection production metrics and Service Level Agreements
  • New team member training and development of agents and leadership
  • Ensuring adequate staffing levels
• Conduct bi-annual onsite audit as well as additional onsite monitoring as needed, with purposes including but not limited to:
  • Assess delivery of service and site security
  • Monitor control and compliance to contracts
  • Review business processes
  • Strengthen working relationships with BPO teams
• Identify and make recommendation for process change and improvement relative to the service location
• Act as and provide a point of contact for applicable process owner(s) for BPO related updates and changes
• Monitor and manage the vendors’ performance against identified SLAs and KPI’s
• Perform monthly auditing of all aspects of vendor’s service delivery
• Provide guidance, feedback and leadership to drive the vendor to achieve continuous improvement on operational, quality, and satisfaction metrics to drive desired business outcomes.
• Advise and/or agrees to appropriate corrective action plans and monitors follow up.
• Review all Outsourcer invoices and prepares incentives or penalties as stated by the service agreement
• Work with Outsourcing Management Team leadership and peers on relevant planning, performance, and contract management topics
• Gain appropriate level of knowledge in areas of operational functions relative to the client/service location

Qualifications

Requirements:

• High school diploma or GED; 2 years of college preferred
• Minimum 2 years collection/call center experience
• 2 years vendor management preferred
• Experience performing vendor audits preferred
• Working knowledge of FDCPA/TCPA preferred
• Experience analyzing and managing KPIs
• Excellent oral and written communication skills
• Ability to adapt well to change
• Excellent decision making and problem solving skills
• Excellent organizational skills and attention to detail
• Ability to work independently
• Ability to prioritize, multitask, and meet critical deadlines
• Must maintain a high level of professionalism and confidentially at all times, in all situations
• Ability to communicate effectively with all levels of management and staff, both internally and externally
• Proficient in MS Word and Excel, including development of detailed spreadsheets
• Ability to work various shifts
• Regular travel to offshore locations required.

The incumbent must meet work deadlines, have regular attendance, good oral and written communication skills, good interpersonal skills, ability to work with a team, ability to multi-task, use a PC and a computer terminal, and the specialized telephone system. It requires access to all areas of the office, and the ability to sit for extended periods of time, periodically bending and twisting, and frequent application of a negligible amount of force to lift, carry, push, pull, or otherwise move objects.  The incumbent must be able to perform the essential functions of this position with or without reasonable accommodation. The Company will provide reasonable accommodation where necessary.

 These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

What’s In It For You:

• Health insurance including individual and family Medical, Dental and Vision insurance
• Relax and recharge with Paid Time Off (PTO) Program; plus 6 paid holidays and 3 paid floating holidays
• Financial health with 401k plus employer match up to 4%
• Take care of your well-being through Wellness perks
• We invest in your future through Tuition Reimbursement and ongoing Learning & Development
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability

Genesis Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.