AVP - Collections/Call Center Head

This role of Head of Call center requires successfully implementing best call center practices and procedures aligned with Collections standards. This role would require driving all strategies for effective banking collections service delivery.

Reporting to the Head of Collections, this role must support & deliver in all aspects of collections operations and efficient service delivery through our Call Center.

MAIN RESPONSIBILITIES

- Maintain a high level of performance for key collections service metrics including Service level, abandon ratio, and call answer rate.

- Analyze and track the team's performance against defined metrics and drive continuous process improvement to improve the overall efficiency of collections teams.

- Optimizing call-center productivity, achieving quality standards, and minimizing cost.

- Coordinating with internal teams for speedy closure of escalated cases.

- Ensure the teams follow companies policies and collection processes, disciplinary, and execution when needed.

- Lead and develop and motivate the collections team to attract, retain and develop the capacity, capability, and talent to ensure the delivery of business objectives.

QUALIFICATIONS

Desired Candidate Profile: Strong People & Process oriented in Collections Call center management with around 8 years + of experience in banks, NBFCs, or fintech companies.

- Proven Experience in Banking Collections Management through Call center / Contact center is a MUST

- Graduation/PG (in Management) or MBA is preferred.

- Strong leadership skills

- Advanced motivating and inspiring people management

- In-depth understanding of call center performance parameters and their drivers

- Ownership and proactive approach