Collections Manager
2 weeks ago
We are seeking an experienced
Collections Manager / Call Centre Manager/Tele-Collections Manager
to oversee and manage the Early Collections team for our organization. This leadership role will involve supervising a team of 40-45 Collections people, including 3 Team Leaders (TLs) and 1 Floor Manager. The ideal candidate should have 8+ years of experience in call centers, banking, or consumer finance and possess strong leadership, analytical, and strategic skills to drive team performance and ensure the achievement of key metrics.
Salary:
Upto 12 LPA
Role Overview:Supervise the Early Collections team to ensure consistent achievement of process targets.Oversee overall business operations, coordinating with various departments to deliver goals and targets.Lead process improvement initiatives to enhance team performance and operational efficiency.
Main Responsibilities:
Maintain high performance in key collections metrics:
Ensure that the team meets and exceeds key performance indicators such as service levels, abandon ratios, and call answer rates.Implement business strategy:
Effectively execute the business strategy for the Early Collections team, ensuring smooth operations and alignment with company goals.Monitor and manage key process metrics:
Track and assess essential metrics such as conversions, login hours, call quality, Average Call Handle Time (ACHT), and customer complaints.Address inefficiencies in collections:
Identify bottlenecks or inefficiencies in the collections process and suggest improvements to increase effectiveness.Design calling strategies and manage dialer operations:
Create and implement effective calling strategies, and oversee dialer operations to maximize team output.Plan manpower effectively:
Forecast volume and plan manpower accordingly to ensure alignment and efficiency in bucket performance.Define KPIs and mentor managers:
Establish key performance indicators (KPIs) and mentor managers to ensure continuous improvement. Conduct periodic performance reviews to identify areas for growth.Recommend learning and development initiatives:
Propose initiatives to reduce attrition, improve employee engagement, and develop skillsets within the team.Distribute targets and monitor performance:
Distribute performance targets and review team progress daily/weekly to ensure the targets are met consistently.Liaise with support functions:
Collaborate with support functions such as HR, IT, and quality assurance to improve team performance and address any challenges.Conduct daily briefings:
Keep the team informed about any process changes, motivate them, and ensure they remain focused on achieving targets.
Qualifications:8-10 years of experience in call centres, banking, or consumer finance.Expertise in managing and supervising Early Collections teams, including experience in collections strategy and process optimization.Proficiency in MS Office (Excel, Macros, PowerPoint) and other office tools.Strong financial and analytical skills to assess performance, track metrics, and suggest improvements.
Ideal Candidate:A highly structured and systematic approach with strong analytical and problem-solving skills.Ability to meet deadlines, remain flexible, and adapt to changing circumstances.A proactive mindset with the ability to think creatively and develop solutions.Strong team player who can cooperate well under pressure and prioritize tasks.Excellent communication skills, with the ability to delegate tasks effectively and provide clear guidance to the team.
Company Profile:Ever since the company began their journey in 2013, they have aimed to enable credit for every possible earning individual. Like payments, which have become digital, embedded, & ubiquitous in the last 8 years, credit too will become a ubiquitous instrument for a consumer/business owner to transact for various purchases, whether it is a vanilla term loan to consumer financing to working capital finance.And they are at the forefront of this shift.They are one of the top-rated AI companies in India. They built credit scores and alternate data products using multiple datasources and operates as “SAAS” for 50+ clients across the banking and tech industries.They have embedded our solution with internet platforms that want to offer a loan product to their users.Their team comes from a variety of backgrounds: experts from NBFC, bureaus, banking, technology, and entrepreneurs co-located in Pan-India.
If this role aligns with your career goals and you have the required skills and experience, we would love to hear from you
Please share your updated CV via WhatsApp at
6352502644
or email at
divya.gulati@mantras2success.com .
Divya GulatiHr RecruiterMantras2Success HR Solutions+91 6352 502 644divya.gulati@mantras2success.com
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