Assistant Manager for Operations – Singapore Collections
HSBC Electronic Data Processing (Philippines), Inc.
Mar 2024 - Jun 2025 (1 year 4 months)
• Managed a team of 7 collectors, driving performance through coaching and process improvement, ensured quality, compliance, and customer satisfaction while handling high-risk accounts and advocated for continuous improvement and team development. • Manage daily team logistics including break schedules, leave requests, and off-phone time to ensure optimal staffing and continuous customer support within defined service levels. • Monitor and manage monthly team shrinkage to align with business targets and operational goals. • Review individual and team KPIs regularly to identify performance gaps, provide feedback, and implement action plans for improvement. • Prepare and write detailed month-on-month, mid-year, and annual performance ass