Fintech Forge runs collections call centre in Gurgaon serving 20+ banks and NBFCs. We’re hiring two Managers / Associate Managers to own a cluster of client processes end to end — managing 4–5 Team Leads each and reporting to the Head of Operations. Level and title will depend on experience.

What you’ll do

- Own daily collections performance for your cluster: allocation, dialer strategy, PTP conversion, resolution and roll-back across buckets (X / 30+ / 60+ / 90+)
- Manage, coach and review 4–5 Team Leads; run daily huddles and weekly performance reviews
- Be the first escalation point for TLs on productivity, attendance, attrition and agent discipline
- Drive client-level targets; prepare and present daily/weekly reviews to clients alongside the Head of Operations
- Enforce QA, compliance and call-conduct standards (RBI Fair Practices Code, no-harassment norms)
- Work with MIS/dialer teams on campaign setup, lead prioritisation and shift planning
- Identify low performers and root causes early; own hiring and ramp-up for your cluster with HR





Who we’re looking for

- Associate Manager: 4–6 years in collections, at least 1–2 years managing Team Leads
- Manager: 7+ years in collections, at least 3 years managing Team Leads across multiple client processes
- Both: hands-on experience at a collections agency / BPO (tele-calling), with working knowledge of DPD buckets, PTP mechanics, dialer operations and bank/NBFC client reviews
- Experience running 100+ seat floors
- Strong on numbers: comfortable reading MIS, spotting gaps and acting on them the same day
- Firm but fair people manager — holds TLs accountable without driving attrition
- Graduate; Hindi and English fluency

Details: Full time, work from office (Gurgaon). CTC depending on level, plus performance incentive. Immediate joiners preferred. Apply with your resume and a short note on the largest floor and the client portfolios you’ve managed.

📌 Manager / Associate Manager – Collections Operations | Gurgaon | 2 openings (Gurugram)
🏢 Pallav Technologies
📍 Gurugram