Role & responsibilities

1. Collections Strategy & Performance • Develop and execute tele-collections strategies across delinquency buckets, aligned with portfolio priorities and recovery targets. • Drive collection efficiency, cure and roll-back rates, right-party contact (RPC), promise-to-pay (PTP) conversion and PTP adherence.
2. Call Centre Operations • Lead day-to-day call centre operations, including manpower planning, capacity utilization, calling productivity and service quality. • Optimize dialer usage, call allocation, customer segmentation, calling frequency and follow-up mechanisms
3. People Leadership & Productivity • Lead and develop collection managers, team leaders and calling teams; build a culture of ownership and performance accountability.
4. Analytics, Technology & Process Improvement • Use dialer, CRM, collections systems and MIS to monitor outcomes and improve calling effectiveness.
5.



Digital Collections & Technology Adoption • Drive digital transformation initiatives within the collections function by identifying, evaluating, and implementing creative technologies and digital collection solutions to enhance tele-collections efficiency, productivity, and recovery performance.
6. Compliance & Customer Conduct • Ensure adherence to applicable RBI guidelines, fair practices, approved customer communication protocols and internal policies
7. Stakeholder Management & Reporting • Coordinate with field collections, business, risk, operations and other recovery channels to improve account resolution.

Preferred candidate profile Candidate with the experience into call center operations for collections of Secured loan products

📌 Call Center Head (Delhi)
🏢 Premier Consultants
📍 Delhi