Head - Tele Collection (AVP) - Finance/Instant Loans Org - Pune This position reports to Collection Head Must have 10 + years of Tele-Collection collections experience with proven success records (5 years in B2C) including 3+ years as Tele-Collection lead managing people leaders for India operations. Experience in managing 400+ seater center. Good experience of managing Omni Channel/Email/Chat/Chatbots/auto dialler/IVR/Digital follow-up/collections call center technologies. Job Summary: Tele-collection head will be responsible for managing the collections operations for the entire Inhouse and remote location setups. In addition to managing performance, the incumbent will align strategies for the collections team to meet and sustain performance to meet the budgeted targets. The tele-collection head should be strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies. Collections are a critical function of our customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation. To work closely with relevant stakeholders like Ops, tech, compliance, sales and collaborate to achieve collective goals. Key Responsibility: - Responsible for controlling flow rates of overdue accounts and controlling delinquency as per provided budgets. - Responsible for managing Tele-Collection process (Pre and post delinquency), strategy for overdue collection, preparation and review of process notes and collection SOP. - Driving all forecasting on budget estimation, annual targets, cost, manpower projection and workforce planning. - Closely work with the HR team and ensure timely recruitment of resources and ensure a secure infrastructure and working environment for the team. - To be audit and regulatory compliant and responsible for managing internal and external audits and control customer escalation while managing productivity. - Ensure Vendor empanelment, onboarding, operations, and payout designing as per requirements. - Analyse and leveraging collection systems to drive strategies to scale up connect rate and conversion to scale up productivity. - Regular monitoring on external ecosystems and cross function on opportunities to bring in innovation in processes to improve efficiency. - Cost benefit estimation of potential new strategies for new proposals on changes. - Create a diverse bench strength with right succession and roadmap for high performing individuals. - Responsible for timely performance appraisals, disciplinary action, timely hiring as per forecast, promotion of individuals. - Responsible for the right skill set of agents and team leaders by ensuring required training and coaching. - Manage strategies including but not limited to incentives, training/coaching on negotiation, etc., call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating business cases for technology improvements. - Maintain cost vs money collected within designated parameters. - Keep team attrition rate below acceptable threshold. - Ensure date driven decisions on aligning KPI for team and leaders and create a transparent and robust performance management tool. Requirements: - 10+ years of Tele-Collection collections experience with proven success records (5 years in B2C) including 3+ years as Tele-Collection lead managing people leaders. - Strong experience with auto dialler/IVR/Digital follow-up/collections call centre technology. - Strong demonstrated analytical business reporting experience. - Experience of managing third party Collection's vendors - Strong written and verbal communication skills. - Experience of managing distributed remote team

Pune

Head/AVP - Tele Collection - Finance/Instant Loans Firm 

Job Description for Head/AVP - Tele Collection - Finance/Instant Loans Firm  in Ryte4u Consulting in  Pune for (10-15) years of experience. Apply Now!