Designation: Telecalling Manager / Team Lead

Department: Collections / Telecalling

Location: Corporate Office, Coimbatore

Experience: 5 Years Preferred

Industry: NBFC / Banking / Financial Services experience mandatory

Role Purpose The Telecalling Manager / Team Lead will be responsible for managing the Company's telecalling operations, ensuring timely loan repayments, effective collection follow-ups, customer query resolution and achievement of team performance targets.

The candidate should have strong experience in NBFC collections, customer service and team management.

Ideal Candidate A result-oriented skilled who can independently manage a telecalling team, drive collection performance, address customer queries, provide NCD-related information and ensure professional customer communication.

Experience

- NBFC / Banking / Financial Services experience is mandatory.
- 5 years of relevant telecalling / collections experience preferred.
- Minimum 2 years of team-handling experience preferred.
- Strong exposure to loan collections, customer service and complaint handling.
- Corporate Office / Head Office experience preferred.

Key Responsibilities
- Manage and supervise daily telecalling operations and team performance.
- Allocate customer accounts, calling responsibilities and collection targets.
- Monitor daily calls, follow-ups, productivity and collection efficiency.
- Ensure timely follow-up of EMI dues, overdue accounts and pending payments.
- Drive achievement of daily, weekly and monthly collection targets.
- Monitor DPD, overdue accounts and recovery performance.
- Track customer payment commitments (PTP) and ensure timely follow-ups.




- Address and resolve customer queries, complaints and service-related concerns.
- Provide accurate information regarding NCDs, including interest rates, tenure, maturity and payout procedures.
- Guide telecallers in handling loan-related and NCD-related customer enquiries.
- Handle escalated customer complaints and difficult collection cases.
- Coordinate with Branch Operations, Collections, Credit, MIS and other departments.
- Review call quality and provide training and guidance to team members.
- Ensure accurate updating of customer interactions and collection remarks in the system.
- Prepare daily, weekly and monthly telecalling MIS and performance reports.
- Coordinate with field collection teams for cases requiring further follow-up.
- Ensure compliance with RBI guidelines, fair recovery practices and Company policies.
- Identify process improvements to enhance team productivity and customer satisfaction.

Key Skills
- Strong knowledge of NBFC telecalling and collection operations
- Team leadership and performance management
- Loan repayment follow-up and overdue collections
- Customer query resolution and complaint handling
- Knowledge of NCD products and customer servicing
- DPD management and collection efficiency




- Call quality monitoring and training
- Strong communication and negotiation skills
- Collection MIS and reporting
- MS Excel and CRM / telecalling software
- Knowledge of RBI fair recovery practices
- Problem-solving and decision-making abilities

Qualification
- Any Bachelor's Degree is mandatory.
- MBA / Postgraduate qualification preferred.
- Relevant NBFC collections and telecalling experience is essential.
- Proficiency in Tamil and English is required.

Compensation & Benefits

Pay: ₹4,00,000 – ₹6,00,000 per annum

Negotiable based on relevant experience and expertise.

Benefits:

- Cell phone reimbursement
- Health insurance
- Provident Fund
- Performance-based incentives (as per Company policy)

Ability to Commute / Relocate

Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required).

Experience

- NBFC / Banking / Financial Services: 3–5 years (Required)
- Telecalling / Collections: 5 years (Preferred)
- Team Handling: 2 years (Preferred)

Location: Coimbatore, Tamil Nadu (Required)

Willingness to Travel: As per business requirements

Work Location: In person

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits

- Cell phone reimbursement
- Health insurance
- Provident Fund

Ability to commute/relocate:
- Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)

Experience:
- NBFC or Bank: 3 years (Preferred)

Language:
- Tamil & English (Preferred)

Location:
- Coimbatore, Tamil Nadu (Preferred)

Work Location: In person

📌 Telecalling Manager (Coimbatore)
🏢 Dhanam Investment and Finance
📍 Coimbatore