Zonal Tele Collection Manager- North

Objective:

To supervise and manage the Tele Collections along with field intervention for multiple agencies at zonal level. Define, monitor and ensure consistent delivery of process targets, drive process improvement initiatives. Management of overall business operations & coordinate with various departments and teams to ensure delivery of business goals

Key Responsibilities:

1. Responsible for Tele Collections performance along with field intervention at zonal level managing multiple agencies

2. Implement & Monitor overall business strategy

3. Drive various process targets to achieve business goals.

4. Responsible for pre-due collections and contracts till 180 DPD

5. Ensure higher resolution and lower delinquency flowing to next bucket

6. Provide feedback and recommendations to drive process improvement and cost efficiency

7. Monitor and provide recommendations for calling and dialer strategy

8. Ensure the center is appropriately rostered with shrinkage below specified threshold.

9. Ensure the center is aligned to departmental culture and methodology

10. Liaison with support functions to improve team performance

11. Deliver high customer experience with minimum complaints

12. Provide timely communication regarding forecasting and planning of manpower and other infrastructure

13. Ensure learning and development, career progression, employee engagement initiatives aimed at reducing attrition

14. Align efforts to mentor and groom talent at levels below

15. Drive performance management

16. Conduct periodic performance reviews of direct reports and levels below through effective feedback

Desired Candidate Profile

• 10-15 years of experience in Collections Management- prominent experience in Tele Collection, handling Contact center and agency Management from NBFC.
• Proven track record of success in managing teams responsible for collecting Unsecured loans.
• Strong understanding of Collections strategy, Recovery techniques, and Regulatory guidelines governing NBFCs.
• Excellent communication skills with ability to build strong relationships with customers, colleagues, and external partners.