Head Tele Collections

Job Overview -

- Tele-collection head will be responsible for managing the collections operations for the entire Inhouse and remote location setups. In addition to managing performance, the incumbent will align strategies for the collections team to meet and sustain performance to meet the budgeted targets.

- The tele-collection head should be strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies.

- Collections are a critical function of our customers journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.

- To work closely with relevant stakeholders like Ops, tech, compliance, sales and collaborate to achieve collective goals.

Key Responsibility:

1. Responsible for controlling flow rates of overdue accounts and controlling delinquency as per provided budgets.

2. Responsible for managing Tele-Collection process (Pre and post delinquency), strategy for overdue collection, preparation and review of process notes and collection SOP.

3. Driving all forecasting on budget estimation, annual targets, cost, manpower projection and workforce planning.

4. To be audit and regulatory compliant

5. Ensure Vendor empanelment, onboarding, operations, and payout designing as per requirements. Analyze and leveraging collection systems to drive strategies to scale up connect rate to scale up productivity.

6. Cost benefit estimation of potential new strategies for new proposals on changes. Create a diverse bench strength with right succession and roadmap for high performing individuals. Responsible for the right skill set of agents and team leaders by ensuring required training and coaching.

7. Manage strategies including but not limited to incentives, training/coaching on negotiation, etc., call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating business cases for technology improvements.

8. Maintain cost vs money collected within designated parameters.

9. Keep team attrition rate below acceptable threshold.

10. Ensure data driven decisions on aligning KPI for team