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.

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.

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

3. 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.

4. 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.

5. 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 recent technologies while ensuring regulatory compliance,

improved customer engagement, operational efficiency, and enhanced collection outcomes.

6. 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.

7. 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 clear recommendations.

Preferred candidate profile

Female Candidates with handling call center operations for Loans

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