Key Responsibilities
1. Operations & Strategy Execution
Strategy Development: Design and implement tailored collection strategies to achieve monthly and quarterly recovery targets.
Campaign Management: Monitor and optimize dialer campaigns and outreach workflows for maximum operational efficiency.
Process Improvement: Continuously refine collection scripts, operational workflows, and contact strategies to boost resolution rates.
High-Risk Handling: Personally manage high-value delinquent accounts, negotiate settlements, and resolve complex escalations.
2. Team & Agency Leadership
Team Supervision: Direct day-to-day tele-calling and agency operations to ensure high productivity and morale.
Leadership & Mentoring: Lead, coach, and develop Team Leaders, tele-calling agents, and external recovery partners.
Hiring & Capacity Building: Recruit, onboard, and train tele-calling talent to support organizational growth.
Performance Reviews: Conduct regular portfolio reviews with collectors and agency partners to track pool performance.
3. Portfolio Analysis & Performance Management
Portfolio Health: Manage allocations using data insights, portfolio size trends, resolution metrics, and bucket dynamics.
MIS & Reporting: Analyze daily, weekly, and monthly MIS reports to detect emerging risk trends and deploy corrective actions.
Cost Optimization: Align recovery strategies with business objectives to lower cost-of-collection and maximize overall profitability.
4. Governance & Stakeholder Alignment
Regulatory Compliance: Ensure strict adherence to RBI guidelines, fair practices, and internal collection policies.
Cross-Functional Collaboration: Partner closely with Legal, Field Collections, Product, Tech, and Risk teams.
Stakeholder Management: Maintain clear communication with leadership and operational partners to deliver seamless operations.
Qualifications & Experience
Experience: Minimum 10+ years of hands-on experience managing tele-calling teams and large-scale collection operations (preferably in FinTech, NBFC, or Banking).
Technical Proficiency: Deep understanding of dialer platforms, collection workflows, and MIS data analytics.
Domain Expertise: Thorough knowledge of early-to-late stage recovery processes, bucket movement, and statutory compliance requirements.
Core Skills: Strong leadership, high-stakes negotiation, strategic thinking, and excellent verbal and written communication.
What We Offer
Competitive compensation and incentive structure.
High-impact leadership role within a fast-growing digital lending platform.
Dynamic, collaborative, and career-advancing work culture.
