Key Responsibilities:
1. Agency Management
- Identify, onboard, and manage third-party collection agencies.
- Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise).
- Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms.
- Resolve escalations and disputes involving external collection partners.
2. Calling Team Supervision
- Lead, mentor, and manage the in-house collections call centre team.
- Implement dialler strategies, call scripts, and training modules for improved efficiency.
- Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND, etc.).
- Manage manpower planning, hiring, and retention for the calling team.
3. Strategy & Execution
- Design and implement end-to-end collection strategies for early- and late-stage buckets (e.g., soft, hard, write-off).
- Analyse collection trends and data to drive recovery strategies and optimize resource allocation.
- Coordinate with product, credit, and legal teams for account resolution strategies.
4. Compliance & Reporting
- Ensure adherence to regulatory and internal compliance requirements.
- Maintain accurate MIS and dashboards to track collection performance, agency metrics, and team KPIs.
- Prepare and present periodic reports to leadership on portfolio health, collection efficiency, and recovery forecasts.
Required Qualifications:
- Graduate/Post-Graduate in Business, Finance, or related field.
- Proven experience in collections management, preferably in NBFCs/Banks/Fintech.
- Strong understanding of delinquency management, risk controls, and regulatory compliance.
- Experience working with collection agencies and tele-calling operations.
- Proficiency in MIS, analytics, and collection tools (diallers, CRM).
- Excellent leadership, negotiation, and communication skills.
- High ownership mindset and ability to work under pressure.
- Strong ethical foundation and customer empathy.
- Tech-savvy with familiarity in digital collections and automation tools.
