- Drive overall performance for the Call center

- Tracking key metrics on daily basis -Contractibility, Promise to Pay (PTPs), Conversions

- Location review -state level, branch level, agent level

- Execute strategic priorities for the Call center

- Customer segmentation to drive contractibility and Touch Free (TF) conversion

- Campaign design and tracking on weekly basis

- Incentive scheme design and roll out

- Review and improve day to day operations

- Initiatives to improve Promise to Pay (PTPs), contacts, conversions

- On floor engagement, visibility and branding

- Referral management

- Increase customer satisfaction through timely customer complaint redressal

Field Management :

- To set up and manage field collections team in respective states & drive them for the numbers with proper planning.

- Execution, driving Collections through the collection agencies and collection managers.

- Manage the collection process as laid down, complete ownership of agency management process.

Others :

- Co-ordination among cross-functional teams (Sales, Collections, Fraud, Risk) and central teams

- Identifying and implementing new solutions and to lead team with innovative ideas to bring best out of them.

- End to end co-ordination with the call center teams, field collection agencies, credit teams, and operation teams, improvement of existing processes, customer dispute redressal.

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