Job Title: Collection Operation Manager Tele Collections (Personal Loans)

Department: Collections / Debt Recovery

Industry: NBFC Personal Loan Recovery (Tele Collections)

Location: Bangalore

JOB ROLE – Tele Collections is responsible for managing tele-collection operations for personal loan debt recovery, ensuring high recovery efficiency, reduced delinquency, controlled shrinkage, and low attrition, while strictly adhering to RBI guidelines and ethical collection practices. The role combines performance management, compliance, people retention, and process optimization.

Key Responsibilities:

Tele-Collection & Recovery Operations

Manage a team of tele-collection executives handling personal loan overdue accounts only.

Drive bucket-wise recovery strategies (Early, Mid, Late DPD) through outbound tele-calling.

Monitor daily productivity metrics including call volumes, connect ratio, PTP conversion, and payment closures.

Ensure timely follow-ups via calls, SMS, WhatsApp, and digital payment links.

Handle escalated, high-value, and sensitive customer cases professionally and compliantly.

Control roll-forwards and NPA movement through focused tele-recovery actions.

Shrinkage Control

Monitor and control collection shrinkage including short posting, fraud indicators, mis-posting, reversals, and system leakage.

Ensure accurate reconciliation between collection reports, payment gateways, and NBFC systems.

Enforce strict adherence to call dispositioning, payment confirmation, and system updates.

Coordinate with Operations, Finance, and Audit teams to investigate and resolve shrinkage cases.

Implement preventive controls, maker-checker processes, and regular audits to minimize revenue leakage.Attrition & People Management.





Actively manage and reduce team attrition through engagement, coaching, and performance support.

Conduct regular one-on-one reviews, feedback sessions, and performance improvement plans (PIPs).

Support hiring, onboarding, and rapid-tracking of new joiners to ensure business continuity.

Maintain optimal team strength and backup planning to avoid productivity loss.

Build a positive, ethical, and high-performance work culture within the tele-collection team.

Compliance & Quality

Ensure strict adherence to RBI guidelines, Fair Practices Code, consent norms, and call-timing regulations.

Conduct call audits, quality checks, and voice monitoring to ensure compliant customer interactions.

Maintain zero tolerance for harassment, mis-selling, or unethical collection practices.

Address customer complaints and escalations promptly to avoid regulatory or reputational risks.

MIS & Reporting :

Prepare and analyze daily, weekly, and monthly MIS on recovery, shrinkage, attrition, and productivity.

Track DPD movement, roll-backs, bounce cases, and settlement performance.

Present actionable insights and improvement plans to senior management.

Key Skills & Competencies:

Strong expertise in personal loan tele-collection & debt recovery lifecycle

Hands-on experience in managing shrinkage and revenue leakage

Proven ability to control and reduce attrition in call-center environments

Excellent people leadership, coaching, and conflict management skills

Strong knowledge of RBI compliance and ethical recovery norms

Analytical mindset with strong MIS and Excel skills

Proficiency in dialers, CRM, and collection management systems

Contact Person- Priyadarshani Choudhury

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📌 Collection Operation Manager (Mysuru)
🏢 Fairdebt solutions
📍 Mysuru