Key Responsibilities:
1. Agency Management
- Identify, onboard, and manage third-party collection agencies.
- Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise).
- Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms.
- Resolve escalations and disputes involving external collection partners.
2. Calling Team Supervision
- Lead, mentor, and manage the in-house collections call centre team.
- Implement dialler strategies, call scripts, and training modules for improved efficiency.
- Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND, etc.).
- Manage manpower planning, hiring, and retention for the calling team.
3. Strategy & Execution
- Design and implement end-to-end collection strategies for early- and late-stage buckets (e.g., soft, hard, write-off).
- Analyse collection trends and data to drive recovery strategies and optimize resource allocation.
- Coordinate with product, credit, and legal teams for