Job Description – BCT Manager

Role Title- BCT Manager (Balance Collection Team Manager)

Role Purpose

The BCT Manager will be responsible for driving overall balance collection efficiency, minimizing

revenue leakage, and ensuring strong governance across teams. The role requires close coordination

with Sales, Finance, Operations, Loan Partners, and Leadership to improve collection outcomes,

reduce refunds, and streamline the learner payment journey.

Key Accountabilities

• Own overall balance collection and leakage control across regions.

• Drive governance and cross-functional alignment between Sales, Finance, Operations, and the

Balance Collection Team.

• Ensure timely closure of pending balance collection cases while maintaining strong learner

experience.

• Build and implement processes to reduce refund and unpaid cases.

• Manage and improve the loan journey by coordinating with loan partners and ensuring adequate loan

options are available.

• Identify operational gaps and implement corrective actions to improve collections and reduce aging

cases.

• Lead regular review mechanisms with stakeholders and ensure action closure.

Key Performance Indicators (KPIs)

• Overall balance collection percentage.

• Month-on-month improvement in collection percentage.

• Refund percentage vs total enrollments.

• BCT productivity and SLA adherence.

• Aging cases above defined thresholds.

• Region-wise performance variance and consistency.

• Reduction in collection leakage and unresolved cases.

• Improvement in learner payment conversion and loan approvals.

Reporting & Dash-boarding Responsibilities

• Publish daily, weekly, and monthly dashboards for leadership.

• Track region-wise, manager-wise, and team-wise collection performance.

• Monitor aging buckets, refund trends, and unpaid cases.

• Provide visibility on the top reasons for refunds and payment failures.

• Highlight gaps, risks, and action plans through regular reporting.

• Ensure data accuracy and timely sharing of MIS with stakeholders.

Refund Audit & Process Ownership• Create and manage a structured refund audit process.

• Analyze refund trends and identify recurring reasons.

• Share regular feedback with Sales and Operations teams to reduce future refunds.

• Implement preventive actions to improve learner retention and payment completion.

• Ensure all refund cases are reviewed within the defined SLA.

Loan Partner Management

• Build strong alignment with loan partners.

• Streamline the loan process to improve turnaround time and approval rates.

• Ensure multiple and adequate loan options are available for learners.

• Resolve bottlenecks in loan processing and improve learner experience.

• Track loan partner performance and drive regular reviews.

Desired Skills & Experience

• 5–8 years of experience in collections, operations, sales governance, or process management.

• Strong analytical and problem-solving skills.

• Experience in stakeholder management and cross-functional coordination.

• Excellent reporting, dashboarding, and MIS skills.

• Strong understanding of collections, refunds, and loan processes.

• Ability to drive accountability, ownership, and process improvement.

• Proficiency in Excel, Google Sheets, and reporting tools.

Preferred Profile

Candidates with experience in EdTech, BFSI, loan operations, collections, or sales operations

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