Role Purpose:
Lead and manage end-to-end call center (Bucket - X) operations for unsecured lending products, driving collections performance, customer experience, operational efficiency, and regulatory compliance.
Key Responsibilities:
- Drive collections in Bkt X bucket and achieve resolution targets.
- Manage outbound call center operations, productivity, and service levels.
- Develop customer contact and collections strategies using data and analytics.
- Lead, coach, and develop team managers, supervisors, and agents.
- Monitor key metrics including collection efficiency, RPC, PTP, cure rates, and agent productivity.
- Ensure compliance with RBI guidelines, internal policies, and fair collection practices.
- Manage outsourced call center partners and collection vendors.
- Drive process automation, digital collections, and continuous improvement initiatives.
Desired Profile:
- Graduate; MBA preferred.
- 15+ years of experience in collections/contact center operations within NBFC, Banking, or Fintech.
- Strong expertise in unsecured lending products such as Personal Loans, Credit Cards, Consumer Finance, and Business Loans.
- Proven leadership, stakeholder management, analytical, and people management skills.
Didn’t find the job appropriate? Report this Job
