Role Summary

Key Responsibilities

1. Team & People Management

• Lead the complete call centre hierarchy comprising Managers, Team Leaders, and Collection Agents.
• Manage performance, productivity, discipline, engagement, and attrition across a team of 150+ employees.
• Drive hiring, onboarding, training, coaching, and capability development.
• Establish performance targets, incentive structures, PIPs, career progression, and recognition programs.
• Build a high-performance, target-oriented, compliant, and ethical collection culture.

2. Collections Strategy & Portfolio Management

• Own recovery performance for Pre-Due and Early Delinquency portfolios.
• Drive reduction in roll rates and improve flow control across early DPD buckets.
• Develop calling strategies based on risk, vintage, DPD, portfolio segment, and campaign.
• Improve Right Party Contact (RPC), Promise-to-Pay (PTP), conversion, and resolution rates.
• Partner with Collections Strategy/Analytics teams to optimize calling campaigns and customer segmentation.
• Drive adoption of digital collection channels such as WhatsApp, SMS, IVR, payment links, and bots.

3. Manpower & Capacity Planning

• Forecast manpower requirements based on portfolio inflow, bucket movement, productivity, and business volumes.
• Plan shift rosters, seat utilization, and campaign-wise agent allocation.
• Optimize staffing levels to ensure adequate coverage and maximum productivity.
• Monitor cost per call, cost per collection, productivity, occupancy, and other operational unit economics.
• Take corrective actions to maintain operational efficiency and control costs.

4. Dialer & Technology Management

• Own dialer configuration, campaign setup, allocation, and daily dial-list management.
• Coordinate with IT/Technology teams for dialer and CRM requirements.
• Monitor key dialer metrics including:
  • Connect Rate
  • RPC %
  • Talk Time
  • Idle Time
  • Abandonment Rate
  • Call Attempts/Spins
• Optimize predictive/progressive dialing strategies and campaign prioritization.
• Identify opportunities for automation, speech analytics, CRM integrations, AI/voice bots, and other technology-led interventions.

5. Quality, Compliance & Governance

• Ensure all collection calling practices comply with RBI guidelines, internal Code of Conduct, customer communication standards, and applicable regulatory requirements.
• Work closely with QA and Compliance teams to monitor call quality and customer complaints.
• Review audit observations and implement corrective and preventive actions.
• Establish strong monitoring mechanisms for agent-level compliance.
• Act as the escalation point for critical operational, customer, and compliance issues.

6. MIS, Analytics & Reporting

• Publish and review daily, weekly, and monthly performance dashboards.
• Track recovery, resolution, RPC, PTP, productivity, connect rates, and portfolio health.
• Analyze trends and identify performance gaps across teams, campaigns, and DPD buckets.
• Provide actionable insights and recommendations to senior management.
• Conduct regular performance reviews with Managers and Team Leaders.

7. Stakeholder Management

• Work closely with Collections Strategy, Analytics, Compliance, Legal, HR, Finance, and IT/Technology teams.
• Coordinate with outsourced collection agencies/vendors where applicable.
• Participate in leadership reviews and provide operational inputs for portfolio and process decisions.
• Ensure alignment between collection strategy and ground-level call centre execution.

Required Qualifications & Experience

• 10+ years of experience in tele-collections/call centre collections, with progressively senior responsibilities.
• Proven experience managing 150+ employees across Managers, Team Leaders, and Collection Agents.
• Strong experience in people management, productivity management, hiring, training, performance management, and attrition control.
• Strong understanding of collections strategy across the delinquency lifecycle.
• Hands-on experience in Pre-Due and Early Delinquency (0–30/0–60 DPD) collections.
• Strong exposure to dialer management, campaign setup, call attempts/spin optimization, and dialer productivity.
• Experience with digital collection channels such as WhatsApp Business API, SMS, IVR, bots, and payment links/gateways.
• Strong understanding of manpower/workforce planning and collection productivity metrics.
• Graduate in any discipline; MBA/PG qualification preferred.

Preferred Industry Experience

• NBFC / Banking collections experience preferred.
• Experience in unsecured lending, personal loans, digital lending, fintech, or app-based lending will be an advantage.
• Exposure to both in-house and outsourced collection operations.
• Experience managing collection agencies/vendors.
• Knowledge of RBI collection guidelines, TRAI/DLT norms, fair practice requirements, and customer communication standards.
• Exposure to digital-first, AI-led, voice bot, or WhatsApp bot-based collection models.

Key Skills

• Call Centre & Collections Leadership
• Tele-Collections Operations
• Collections Strategy
• Portfolio & DPD Management
• People & Performance Management
• Dialer Management
• Workforce & Capacity Planning
• MIS & Collections Analytics
• Digital Collections
• Vendor/Agency Management
• Compliance & Regulatory Awareness
• Stakeholder Management
• Problem Solving & Crisis Management

Key Performance Indicators (KPIs)

• Recovery Rate / Resolution Rate by DPD bucket
• Roll-Rate Reduction
• RPC %
• Connect Rate
• PTP Conversion Rate
• PTP Kept Rate
• Collection Productivity per Agent
• Cost per Call / Cost per Collection
• Dialer Utilization & Efficiency
• Agent Attrition Rate
• Complaint Ratio
• Quality & Compliance Audit Score
• Escalation TAT and RCA Closure
• Portfolio-level recovery and flow performance

Candidate Profile