Role:
We are looking for an experienced professional to lead tele-collections operations for a leading financial services organization.
Key Responsibilities:
- Lead large-scale tele-collections operations and drive loan recovery performance.
- Develop collection strategies across delinquency buckets and improve recovery rates, PTP conversion and collection efficiency.
- Manage collection managers, team leaders and calling teams to achieve business targets.
- Optimize dialler utilization, calling productivity, CRM, MIS and analytics.
- Drive digital collections initiatives, including AI-powered calling, voice bots, predictive diallers and WhatsApp-based collections.
- Ensure compliance with RBI guidelines and approved customer communication practices.
- Collaborate with field collections, risk, operations and business teams to improve portfolio quality.
Key Requirements:
- 12 - 18 years of experience in collections, with significant experience managing large-scale tele-collections or collections call centre operations.
- Experience in a Bank, NBFC or retail lending organization.
- Exposure to secured lending, home loans or housing finance will be an advantage.
- Strong knowledge of collections technology, diallers, MIS, recovery strategies and team performance management.
- Proven leadership skills and a track record of improving collections efficiency.
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