Job Description
Job Description: Head - Call Centre (Unsecured Portfolio)
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nRole Purpose:
nLead 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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nKey Responsibilities:
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- Drive collections in Bkt X bucket and achieve resolution targets.n
- Manage outbound call centre operations, productivity, and service levels.n
- Develop customer contact and collections strategies using data and analytics.n
- Lead, coach, and develop team managers, supervisors, and agents.n
- Monitor key metrics including collection efficiency, RPC, PTP, cure rates, and agent productivity.n
- Ensure compliance with RBI guidelines, internal policies, and fair collection practices.n
- Manage outsourced call centre partners and collection vendors.n




- Drive process automation, digital collections, and continuous improvement initiatives.n

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

nKey Success Measures:
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- Collection Efficiencyn
- Roll Forward Reductionn
- Cure Rate Improvementn
- PTP Conversion & Kept Raten
- Agent Productivityn
- Compliance & Quality Scoresn
- Cost-to-Collect Optimizationn

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📌 Head - Collections Call Centre - NBFC (Haryana)
🏢 People Konnect
📍 Haryana