Key Responsibilities
Strategic & Leadership
- Lead and oversee the end-to-end telecalling collections operation for early, mid, and late delinquency buckets.
- Define collection strategies, call flows, escalation matrices, and resolution frameworks aligned with business goals.
- Drive productivity, efficiency, and recovery rates across all telecalling teams.
Operations Management
- Manage large telecalling teams (Team Leads, Supervisors, Callers)
- Monitor call quality, adherence, TATs, and customer experience.
- Coordinate with field collections, legal, analytics, and credit teams for seamless recovery.
Compliance & Risk
- Ensure full compliance with RBI guidelines, fair practices code, and internal policies.
- Implement call audits, quality checks, and grievance redressal mechanisms.
- Handle escalations, sensitive cases, and regulatory complaints effectively.
Performance & Analytics
- Track key MIS metrics such as roll rates, cure rates, bounce recovery, and bucket movement.
- Use data and analytics to improve dialing strategies, scripts, and allocation logic.
- Identify process gaps and drive continuous improvement initiatives.
Talent & Capability Building
- Recruit, train, and develop team leaders and callers.
- Conduct regular performance reviews and coaching sessions.
- Build a strong performance-driven and compliant culture.
Key Skills & Competencies
- Strong expertise in telecalling collections for NBFC / BFSI
- Deep understanding of delinquency management and customer behavior
- Excellent people leadership and stakeholder management skills
- Data-driven decision-making and MIS interpretation
- Strong knowledge of RBI and collections compliance norms
- Communication, negotiation, and conflict-resolution skills
