Zonal Collection Manager- Tele Recovery (Mumbai)

Roles and Responsibilities

• Oversee vendor management for tele collection services, including performance monitoring and contract compliance.
• Develop and implement effective recovery strategies to minimize delinquencies and maximize recoveries.
• State wise / Zone - Location management & Must be Target oriented & set high benchmarks.
• To Manage In-house Team Leaders, followed by vendor management at location level.
• Control portfolio in terms of Physical collections & CRR indicators in External domain.
• Reports Management which will support in tracking field team performance.
• Departmental liaising to improve team performance.
• Managing the allocation strategy, capacity planning, Span of control & training in- house staff about product & services
• To manage Audit and Quality parameters at vendor management level
• Must be good in planning, Operational challenges & problem solving.
• Analyse team performance and provide corrective action for improvement.
• Ensure proper quality controls on the set process
• Customer escalation and complaints management in coordination with other departments.
• Training and development for team Motivation.

Desired Candidate Profile

• 10-18 years of experience in Collections Management or related field.
• Experience in Unsecured collection from Similar Industry
• Excellent Vendor Management skills with ability to negotiate contracts and manage relationships effectively.
• Strong understanding of Collection Management principles, practices, and regulations.
• Proficiency in Dialer Management software applications (e.g., Genesys WFM).