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.
- Review portfolio trends and team-level performance; identify gaps and implement timely corrective actions.

1. 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.
- Establish operating rhythms, performance dashboards, escalation processes and productivity benchmarks.

1. People Leadership & Productivity

* Lead and develop collection managers, team leaders and calling teams; build a culture of ownership and performance accountability.
- Set clear targets, review individual and team performance, and implement coaching and capability-building interventions.
- Manage staffing, attendance, attrition and incentive-linked productivity in line with business requirements.

1. Analytics, Technology & Process Improvement

* Use dialer, CRM, collections systems and MIS to monitor outcomes and improve calling effectiveness.
- Leverage customer and portfolio data to refine contact strategies, prioritize accounts and improve payment realization.
- Partner with Technology, Analytics and Operations teams to improve automation, reporting and process efficiency.

1. Digital Collections & Technology Adoption

* Drive digital transformation initiatives within the collections function by identifying,



evaluating, and implementing innovative technologies and digital collection solutions to enhance tele-collections efficiency, productivity, and recovery performance.
- Proactively engage with new technology vendors, fintech partners, and digital collection service providers to explore solutions such as AI-powered calling, voice bots, predictive dialers, automated communication platforms, WhatsApp-based collections,

and digital payment solutions.
- Conduct regular meetings, product demonstrations, and performance reviews with existing and prospective vendors to assess technological capabilities, operational feasibility, cost-effectiveness, and ROI.
- Collaborate with internal stakeholders to pilot, implement, and scale new technologies while ensuring regulatory compliance,

improved customer engagement, operational efficiency, and enhanced collection outcomes.
1. Compliance & Customer Conduct

* Ensure adherence to applicable RBI guidelines, fair practices, approved customer communication protocols and internal policies.
- Monitor call quality, documentation, grievance trends and audit observations; ensure timely closure of issues.
- Maintain appropriate controls over customer data and ensure ethical, compliant collection practices.

1. Stakeholder Management & Reporting

* Coordinate with field collections, business, risk, operations and other recovery channels to improve account resolution.
- Provide regular MIS, performance reviews and actionable insights to the Senior Head Collections.
- Escalate material performance risks, process issues and customer concerns with explicit recommendations.

Preferred candidate profile

Female Candidates with handling call center operations for Loans

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