Key Responsibilities

To supervise the Early Collections team, define, monitor and ensure consistent delivery of process targets, drive process improvement initiatives. Management of overall business operations & coordinate with various departments and teams to ensure delivery of business goals.

Effective and efficient Implementation of the overall business strategy for Early Collections Team.

Monitor & manage the Process Metrics including Conversions, Login Hours, Call Quality, ACHT, customer complaint etc., highlight key risks and provide inputs for Mitigation Plan to achieve overall business goals .

Actively monitor bucket efficiencies and suggest recommendations to improve the collection strategy

Designing calling strategy and dialer management

Manpower planning as per the forecasted volume and ensure effective manpower alignment to drive bucket efficiencies.

Define KPIs, mentor Managers / Assistant Managers, manage performance and conduct periodic reviews of team to share feedback and focus on performance improvement.

Suggest recommendations for learning and development, career progression, internal movement & employee engagement iniitatives aimed at reducing attrition.

Target distribution and monitoring performance through daily, weekly reviews to ensure target achievement

Liasion with support functions to improve team performance.

Conduct daily briefings to keep the team abreast to process changes and advancement, keep them oriented towards target achievement and resolve concerns (if any).

Desired Profile

Expertise in supervising Early Collection team with a capacity of about 500-700 employees

Overall 10-12 years of experience across Call Centre / Banking / Consumer Finance background

Practical experience in Collections strategy and processes

Advanced knowledge of MS Office (especially Excel - macros, formulas, PowerPoint)

Advanced financial and analytical thinking

Excellent Communication and presentation skillsHTML,XML,XSL understanding

Java basic overview

Linux system overview(preferably red hat)

Familiar with basic IIS security

General Windows Sys admin experience

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