PMO

Role & Responsibilities : The Customer Recovery Manager will lead a cross-functional team (CFT) responsible for managing the recovery of excess payouts from customers in a structured, compliant, and customer-centric manner. The role requires strong stakeholder management, governance oversight, vendor coordination, and the ability to balance financial recovery with a positive customer experience. Key Responsibilities : Recovery Management: Drive end-to-end recovery of excess payouts from customers. Develop and execute recovery strategies aligned with risk, compliance, and business objectives. Monitor recovery progress and ensure timely closure of cases. Customer Engagement: Ensure communication is transparent, professional, and aligned with customer experience standards. Handle escalations and sensitive cases with a solution-oriented approach. Vendor Management: Coordinate with external recovery vendors, monitor vendor performance, and ensure adherence to regulatory and ethical recovery practices.Cross-functional Coordination: Liaise with internal teams such as Operations, Risk, Legal, Compliance, Finance, and Customer Service to ensure effective recovery activities.Governance & Controls: Establish robust governance frameworks for recovery activities and maintain audit trails and proper documentation for all recovery actions. Skills : The candidate should have strong stakeholder management and influencing skills, experience in customer recovery, collections, or dispute resolution, excellent communication and negotiation skills, data-driven decision-making and analytical ability, vendor management experience. Qualifications :The candidate should be a Graduate or Postgraduate. Experience :The candidate should have 2 - 4 years of experience in program management, collections, or customer resolution roles, with prior experience in handling recovery or collections and exposure to working with cross-functional teams and external vendors. experience 4 working at a client of randstad india

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