Role & responsibilities

- Manage day-to-day operations of the tele-calling team across assigned pool

- Allocate accounts/portfolios to team members based on risk, vintage, and DPD bucket

- Monitor daily calling productivity connect rate, PTP (Promise to Pay) generation, PTP conversion, resolution rate

- Drive team to meet monthly collection targets

- Conduct call audits/quality checks to ensure calling scripts, tone, and RBI/regulatory guidelines are followed

- Coach and train agents on objection handling, negotiation, and skip-tracing basics

- Escalate high-value/skip/dispute cases to field collections or legal team as needed

- Track and report daily / weekly / monthly MIS collection efficiency, roll-rate, agent-wise performance





- Handle customer escalations/grievances related to collection calls

- Coordinate with the dialer/tech team for campaign uploads, list management, and dialer optimization

Preferred candidate profile

- Graduate with solid understanding of collections lifecycle (soft bucket to NPA)

- Minimum 3-6 years of Team handling experience in collections process and should have preferably handled a team of 10-25 callers.

- Familiarity with dialer systems, CRM, and collections software and knowledge of RBI collection norms will be preferred

- Should have prior experience in NBFC/Bank/Fintech personal loan collections

📌 Team Leader - Telecollections Recovery (Mumbai)
🏢 SMFG INDIA CREDIT
📍 Mumbai