Key Responsibilities
Conduct onboarding training for new collection executives (Field Tele calling).
- Field Coaching Monitoring
Accompany field executives on visits for on-the-job coaching.
Provide real-time feedback on negotiation, skip tracing, and customer interaction.
Ensure adherence to visit productivity and collection efficiency norms.
- Collection Strategy Training
Train teams on bucket-wise recovery strategies.
Focus on improving roll-back, resolution rates, and minimizing forward flow.
Support teams in handling difficult and high-risk cases.
Analyze MIS reports to identify training needs.
Work with cluster/area managers to improve low-performing teams.
Drive productivity metrics like PTP conversion, resolution %, and visit efficiency.
- Content Process Development
Develop training modules, SOPs, role plays, and case studies.
Update training content based on policy/process changes.
Coordinate with Operations, HR, Risk, and Legal teams.
Share training effectiveness reports and field insights.
This job is provided by Shine.com
