Director - Collections - BPO/ITeS

Job Description - Director Collections - BPO

- We have been hired to onboard a Director Collections for India's leading BPO

- Should have minimum 10 years of collections experience in BPO/ Bank/ NBFC

CTC upto 20 lacs

Location - Thane ( Mumbai)

Role and requirements:

- Understanding of Banking and NBFC collections process

- The candidate will be leading large span of advisors for tele collections for Banks / NBFC

- Should have knowledge of lead generation, conversion and dialer strategy

- Responsible for staff retention, productivity and relationship management

- Build and manage teams to achieve KPI goals for Recoveries (recovery rate, cure rate) across internal team and external agencies, including QA adherence.

- Manage growth planning, hiring, staffing, scheduling, personnel development, succession planning, compensation and incentives within cost boundaries, collaborating closely with support teams (HR, IT, Finance).

- Effectively evaluate, manage and up-skill existing Collection advisors performance and cost in order to achieve Business goals.

- Create an environment of process excellence, with controlled, measurable, sustainable processes that enable your teams to handle volume and complexity changes, including successfully executing on tests, experiments, and improvement strategies with team of analysts and managers.

- Develop and report on KPI progress as well as indicators/inputs impacting performance.

- Identify root cause of issues impacting results, communicate tradeoffs/risks for different solutions, and lead the implementation of improvement programs.

- Foster an environment that encourages employee participation, engagement, teamwork and communication.

- Ensure your teams have the right skills, tools and talents to perform in their roles and develop within the organisation.

- Ensure employees and processes are compliant with all country laws and regulations.