Airtel - DGM - Collections

This is an excellent opportunity for an individual who thrives in a fast-paced and team-oriented environment. The ideal candidate should possess strong analytical skills, business acumen, superior communication skills with 10+ years of Banking / Fintech collections experience.

Job Description :

- We are seeking an experienced Deputy General Manager to lead our personal loan collections division. As the DGM you will be responsible for managing and optimizing the collections operations, ensuring smooth processes, and driving performance to achieve defined targets. Your expertise in customer service escalation handling, liaising with lending partners and internal teams, and implementing effective strategies will be critical to the success of this role.

- Expectations include developing, maintaining, and improving collections processes and procedures, strategies, creating MIS structure & conducting complex analysis.

Roles and Responsibilities :

1. Logic and Strategy Development:

a. Identify new and innovative logic and strategies to maximize performance across the collection buckets

b. Analyze data and trends to formulate effective approaches for optimizing collection efforts

c. Collaborate with analytics and strategy teams to implement and test new ideas for continuous improvement

d. Monitoring portfolio to identify delinquency patterns based on the portfolio triggers

2. Liaison with Lending Partners, Agency and Internal Teams:

a. Foster strong relationships with lending partners, agencies, and internal teams

b. Collaborate with stakeholders to ensure smooth operations and successful implementation of new processes based around regulatory & compliance guidelines

c. Serve as a key liaison for effective communication and coordination across departments

3. Portfolio management via outbound Tele-calling Collections & field operations:

a. Lead and oversee outbound tele-calling collection operations

b. Measure & improve advisor productivity, Average Handling Time (AHT), Occupancy, and other relevant metrics

c. Ensure collection targets are met, and implement action plans derived from Customer Satisfaction and Monitoring Measures (CSMM)

d. Drive field collections as necessary to ensure portfolio health

4. In-depth understanding of regulatory guidelines and norms

a. Ensure compliance with regulatory guidelines across collection process

5. Performance Reviews and Action Planning:

a. Conduct periodic reviews and action planning sessions with direct reportees, partners, and extended team members in the hub.

b. Set performance targets and monitor progress towards goals

c. Provide guidance, support, and constructive feedback to enhance team performance and productivity

6. Customer Service Escalation Handling:

a. Proactively identify & resolve customer issues to ensure seamless customer experience

b. Act as the point of contact for all service escalation resolution & drive ownership within the team

c. Ensure exceptional customer service delivery by adhering to resolution timelines

Qualifications and Skills :

- Bachelor's / Master's degree in a Finance, Business Administration field or equivalent work experience

- Proven track record of successful leadership in a similar role within loan collections domain

- Strong understanding of collections operations, industry regulations, regulatory compliance & market dynamics

- Excellent communication, negotiation, and interpersonal skills

- Analytical mindset with the ability to interpret data and make data-driven decisions

- Results-oriented approach with a focus on achieving targets and driving performance

- Demonstrated ability to lead and motivate internal & external teams

- Proficiency in using collection management software, dialers and tools

- Strategic thinking and planning abilities

- Ability to multitask and work under pressure

- Excellent Organizational, interpersonal and networking skills

- Ability to manage complex client situations