Job Description

Job Description: Head - Call Centre (Unsecured Portfolio)

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Role Purpose:

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Lead and manage end-to-end call centre (Bucket -X) operations for unsecured lending products, driving collections performance, customer experience, operational efficiency, and regulatory compliance.

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Key Responsibilities:

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- Drive collections in Bkt X bucket and achieve resolution targets.
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- Manage outbound call centre operations, productivity, and service levels.
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- Develop customer contact and collections strategies using data and analytics.
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- Lead, coach, and develop team managers, supervisors, and agents.
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- Monitor key metrics including collection efficiency, RPC, PTP, cure rates, and agent productivity.
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- Ensure compliance with RBI guidelines, internal policies, and fair collection practices.
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- Manage outsourced call centre partners and collection vendors.
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- Drive process automation, digital collections, and continuous improvement initiatives.
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Desired Profile:

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- Graduate; MBA preferred.
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- 15+ years of experience in collections/contact centre operations within NBFC, Banking, or Fintech.
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- Robust expertise in unsecured lending products such as Personal Loans, Credit Cards, Consumer Finance, and Business Loans.
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- Proven leadership, stakeholder management, analytical, and people management skills.
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Key Success Measures:

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- Collection Efficiency
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- Roll Forward Reduction
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- Cure Rate Improvement
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- PTP Conversion & Kept Rate
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- Agent Productivity
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- Compliance & Quality Scores
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- Cost-to-Collect Optimization
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📌 Head - Collections Call Centre - NBFC (Gurugram)
🏢 People Konnect
📍 Gurugram