Head/Vice President/Senior Vice President - Collections Call Centre Strategy - Bank

- Given below Senior requirement for a Leading bank.

- Collections Call Centre Strategy Head - All Retail Asset Products - Secured/Unsecured

Grade : VP/SVP

Location : BKC Mumbai

Collections Call Centre Strategy Head

Key Responsibilities :

- Measure, Analyze & Improve - Support in driving productivity and performance through :

- KPIs measurement - resolutions, handling/wrap/idle/wait time; shrinkage; work hours available; intensity; coverage; connect; RPC, distribution by caller-grading score

- Improvement opportunities - script, training, call quality model, trail-gap/quality, agent-grading

- Test and Learn through changes in KPIs and impact

- Evaluate multiple call-centers strategy- test product allocations; drive competition; different call-center models; models for hub-spoke call-center vs centralized call-centers; vernacular usage

- Plan and Monitor- Planning and periodic forecast on inventory, allocations and capacity requirements

- Ideate & Innovate - Focus on increased call-center coverage and testing treatment strategies through field, call and collect, call-center, IVR, VB, dunning, modes of payments

- Data ownership - Drive customer-360 view; leverage information available from different customer touch-points

- Usage of new tools - bureau inputs, fin-tech connects, contact number-curing, web-crawler, external data sources

Analytical inputs to drive higher resolution/dollar-collected at sustainable cost, through :

- Risk segmentation using propensity to pay/probability to flow forward;

- Differentiated treatment - soft/hard collections, differentiated intensity of interventions

- Increased collection of charges using probability to pay charges,

- Connect-chance basis # dialed, geo-tagging for skip tracing, optimum # of calls per customer type,

- contact-ability resolution basis priority in which various numbers to be called, right time to call

- Caller profiling and allocation basis caller segments

Project management :

- Identification of change the bank & run the bank opportunities

- Create cadence/drive project management rigor, in close coordination with the call-center operations team

- Coordinate with stakeholders to get data and show results/outcome of changes being implemented

- Ensure post-project adoption through training and hand-holding post BAU declaration

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