Operations Manager - Emerging Markets

February 15

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InDebted

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InDebted is a company that aims to revolutionize the world of consumer debt management by providing AI-powered solutions for organizations. They offer a digital-first approach to debt collection, enabling organizations to manage consumer debt more effectively and with enhanced customer experiences. Their platform, Collect, uses compliance and intelligent conversational AI to engage customers and optimize collections strategies. InDebted operates globally in countries including the United Kingdom, United States, Canada, Australia, and New Zealand, offering multi-lingual and scalable solutions. They focus on improving collections strategy and customer satisfaction, making debt resolution simple and painless for consumers.

Debt Collection • Technology • Machine Learning • Software • Predictive Analytics

201 - 500 employees

Founded 2016

💳 Fintech

🤖 Artificial Intelligence

🤝 B2B

💰 Venture Round on 2022-07

📋 Description

• About InDebted: InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences — all so we can change the world of consumer debt for good. • Founded in Australia, today we're a team of over 300 people living and working around the world. We're rapidly expanding throughout North America, the United Kingdom, Europe, Latin America and the Middle East. We’re a $50m revenue (and growing) organisation, having recently completed our Series C funding round, backed by leading investors such as Airtree. Now is an exciting time to join the team as we continue to make the experience of debt resolution smoother, and more human. • We’re seeking a dynamic, results-driven Operations Manager to lead our customer-facing operations in emerging markets and ensure exceptional performance. A key part of InDebted’s growth strategy is continuing to launch into multiple new markets globally. We are looking for an exceptional operational leader to help us launch our customer operations in each market and scale the teams based on growth in each new market. • As the Emerging Markets Operations Manager, you will lead the teams managing customer interactions across multiple channels, including email, SMS, live chat, and voice, you will oversee operational execution to meet collections, revenue and margins targets, while maintaining the highest standards of customer experience, SLA adherence and compliance. • The manager will support key areas such as workforce planning, resource allocation, agent and team targets, incentivisation, agent performance development, operational efficiency and scaling both onshore and offshore teams to meet growing demands. You will also serve as an escalation point for complex customer issues and build trusted relationships with senior leaders and clients to drive mutual success. • You will work closely with the Global Head of Excellence to ensure best practice in agent performance, operational processes, training, and quality assurance. • This role requires exceptional analytical skills, an exceptional understanding of the drivers of agent performance, the tools and frameworks that bolster their performance and quality, and the ability to drive continuous improvement initiatives.

🎯 Requirements

• Proven experience in customer operations or collections leadership, ideally in high-growth, fast-paced environments. • Deep knowledge of leading indicators of collections performance and their impact on revenue outcomes. • Experience scaling onshore and offshore workforces, including designing and implementing effective workforce planning strategies. • Proven experience using data insights to drive operational improvements and inform strategic decisions. • Familiarity with advanced analytics tools and techniques is a plus. • Demonstrated ability to hire, lead and inspire high-performing teams, from agents to team leaders and operations managers. • Experience designing, rolling out and tracking performance improvement programs, incentive schemes, training initiatives, and agent incentive schemes, aligned to business objectives. • Strong focus on continuous improvement, with a track record of developing scalable systems and processes. • Demonstrated ability to leverage technology to improve operational efficiency, scalability, and performance outcomes. • Experience implementing or optimising systems and tools for customer operations. • Ability to manage relationships with multiple clients across diverse verticals, understanding and adapting to their unique needs. • Comfortable presenting to and building rapport with senior leaders, clients, and stakeholders. • Exceptional communication and interpersonal skills, with the ability to represent InDebted’s values and vision. • Intimate understanding of the regulatory environment for collections and compliance standards. • Familiarity with omnichannel customer contact operations, including email, SMS, live chat, and voice. • Experience working with global teams in a matrixed organisational structure.

🏖️ Benefits

• Our benefits packages vary depending on region and role requirements. Our talent acquisition team will be able to share more during the recruitment process. • At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to build better products and a better overall company. InDebted is an Equal Opportunity Employer. • For Recruiters: We appreciate the interest of all candidates and recruitment agencies, however for this role we are managing this hiring process internally and will not be accepting applications through recruitment agencies. Thank you!