Job Location: Delhi

Job Description:

We are seeking a seasoned collections leader to head our large tele-calling vertical, comprising 125+ agents, focused exclusively on NPA recovery. The role demands hands-on experience in recovery strategies, digital and virtual collections, and managing large teams at scale.

Candidate Details:

Candidate will bring proven expertise in unsecured and secured retail/SME recovery, a strong grasp of digital collection platforms and tools, and the ability to design and implement strategies that drive performance across voice, virtual, and tech-enabled channels

Responsibilities:

1.Team Leadership and Operations:

- Lead, manage, and motivate a large team of tele-calling executives, team leaders, and support staff handling NPA recoveries.

- Design and implement KPIs, productivity benchmarks, and quality controls to maximize daily and monthly collections.

- Drive discipline, compliance, and operational excellence across calling teams.

2. Strategy and Performance Optimization:

- Develop and implement collection strategies tailored for various NPA segments (early, mid, hard buckets).

- Leverage data insights, call disposition analytics, and contractability scores to improve recovery rates.

- Continuously test and refine calling scripts, follow-up sequences, and payment negotiation approaches.

3.Digital and Virtual Collections:

- Lead initiatives to integrate and optimize virtual calling, dialler systems, WhatsApp, SMS, and digital nudges to complement voice collections.

- Collaborate with product and tech teams to enhance collector dashboards, auto-diallers, IVR, and contact strategy tools.

- Monitor and improve use of tech platforms for allocation, tracking, and collector performance.

4.Portfolio Analysis & Recovery Planning:

- Segment loan portfolios based on age, size, geography, and borrower profile for targeted calling strategies.

- Work closely with legal, field, and agency teams to escalate cases requiring legal action or field resolution.

- Plan daily/weekly/monthly recovery targets in alignment with business goals.

5.Training, Quality & Compliance:

- Oversee ongoing training for tele-callers on collections techniques, regulatory norms (RBI, DPD guidelines), customer interaction etiquette, and system usage.

- Ensure adherence to fair practices and recovery code of conduct across the tele-calling unit.

- Implement audit trails, call monitoring, and feedback systems for continuous improvement.

6.Cross- Functional Coordination:

- Liaise with internal departments (legal, IT, field collections, analytics) to create integrated recovery strategies.

- Provide regular reports and dashboards to senior leadership on performance metrics, trends, and process gaps.

Education, Experience and Skillset

- Graduate/Postgraduate in Business, Finance, or relevant field.

- 10-15 years of experience in collections/recovery, with at least 5 years in leading large tele-calling teams.

- Prior experience in an ARC, NBFC, Bank, or recovery agency working with NPAs, or delinquent portfolios is mandatory.

- Strong understanding of recovery workflows, digital collection tools, contact strategies, and performance management.