Key Responsibilities:
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.
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.
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

📌 Manager / Senior Manager Collections Gurugram
🏢 Airpay Services
📍 Gurugram