Hiranandani Financial Services - Head - Collections - Call Center Vertical

Key Responsibilities:

- Strategic & Leadership

- Lead and oversee the end-to-end telecalling collections operation for early, mid, and late delinquency buckets.

- Define collection strategies, call flows, escalation matrices, and resolution frameworks aligned with business goals.

- Drive productivity, efficiency, and recovery rates across all telecalling teams.

- Operations Management

- Manage large telecalling teams (Team Leads, Supervisors, Callers).

- Monitor call quality, adherence, TATs, and customer experience.

- Coordinate with field collections, legal, analytics, and credit teams for seamless recovery.

- Compliance & Risk

- Ensure full compliance with RBI guidelines, fair practices code, and internal policies.

- Implement call audits, quality checks, and grievance redressal mechanisms.

- Handle escalations, sensitive cases, and regulatory complaints effectively.

- Performance & Analytics

- Track key MIS metrics such as roll rates, cure rates, bounce recovery, and bucket movement.

- Use data and analytics to improve dialing strategies, scripts, and allocation logic.

- Identify process gaps and drive continuous improvement initiatives.

- Talent & Capability Building

- Recruit, train, and develop team leaders and callers.

- Conduct regular performance reviews and coaching sessions.

- Build a strong performance-driven and compliant culture.

Key Skills & Competencies:

- Strong expertise in telecalling collections for NBFC / BFSI.

- Deep understanding of delinquency management and customer behavior.

- Excellent people leadership and stakeholder management skills.

- Data-driven decision-making and MIS interpretation.

- Strong knowledge of RBI and collections compliance norms.

- Communication, negotiation, and conflict-resolution skills.