Roles and Responsibilites :
- The Collection Manager is responsible for managing and overseeing the performance of a designated cluster within the Collections department. This role requires a solid understanding of collections processes, risk management, and team leadership to drive efficient debt recovery while ensuring customer satisfaction and compliance with all relevant regulations.
• Drive overall performance for the Call centre
• Tracking key metrics on daily basis –Contactability, PTPs, Conversions
• Location review –state level, branch level, agent level
• Execute strategic priorities for the Call center
• Customer segmentation to drive contactability and TF conversion
• Campaign design and tracking on weekly basis
• Incentive scheme design and roll out
• Review and improve day to day operations
• Initiatives to improve PTPs, contacts, conversions
• On floor engagement, visibility and branding
• Referral management
• Increase customer satisfaction through timely customer complaint redressal Candidate Profile Required :
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• At least 4 Years of total experience with a minimum 8 years of relevant experience
• Relevant Tele-Collections Experience in NBFC/Bank
• MIS and Reporting Understanding, MS Office knowledge
• General Management and Operations Management Skills
• Strong People Management and Good communication skills