Collections Manager

3 weeks ago

Navi Mumbai, India UPHILL HR Services Full time

Role overview

We are looking for a high-performing Centre Manager to lead our Mumbai collections center. The ideal candidate brings deep experience in managing large-scale Tele-calling teams, is highly outcome-driven, and knows how to build a performance-first culture at the floor level. Prior experience with NBFCs, Banks, or large-scale collections BPOs is essential.

Key Responsibilities

1. Floor Operations Leadership

a. Oversee floor operations for 200–250 agents. Ensure strict adherence to calling rosters, discipline, and compliance norms.

b. Drive productivity and Target execution Drive daily resolution targets, follow-up adherence, and PTP conversion. Ensure each agent is aligned to call strategy (e.g.PTP, CB, BPTP follow-ups, alternate no).

c. Monitor AHT, connect rates (eg RPC), Disposition Quality and dialler KPIs to ensure high engagement.

d. Actively monitor shrinkage (unscheduled absenteeism, early logouts) and optimize login hours and active call time.

e. Conduct structured huddles, coaching sessions, and drive accountability through TLs and AMs. Share daily EOD performance dashboards with insights.

2. Dialer and Strategy Ownership

a. Define dialer rules based on bucket, delinquency vintage, and customer type (e.g., morning for salaried, evening for self-employed, Last repayment dates).

b. Coordinate with dialer teams and central ops for consistent improvements

c. Identify top vs. underperforming queues and adjust dialer push accordingly.

d. Share feedback with QA, TLs, and AMs for process improvement.

3. Agent Performance and Training

a. Track key agent metrics like PTP%, Promise Kept %, Call Quality Scores, Connect Ratio, and Login Hours to drive accountability and outcomes.

b. Run daily/weekly coaching sessions with targeted feedback based on QA reports and live monitoring; maintain an improvement tracker.

c. Reduce attrition by introducing clear growth paths, monthly recognition, and engagement initiatives tied to KPIs.

d. Cross-train agents on multiple portfolios (buckets and process) to manage leaves/shrinkage and ensure roster flexibility.

e. Work closely with the HR team to define role requirements, drive timely recruitment of advisors, and ensure hiring quality aligns with performance expectations and collaborate on employee engagement activities to boost retention and morale.

4. Compliance and Quality Assurance

a. Drive 100% adherence to call quality, compliance, and regulator norms

b. Collaborate with QA and legal teams to implement best practices

  1. Cross-functional Collaboration

a. Collaborate closely with Strategy, Business Operations, and Product teams to ensure alignment on collection goals and priorities.

b. Coordinate with Digital and Strategy teams for accurate daily performance reporting, timely escalation handling, and structured feedback loops for continuous improvement.

Key Qualifications

  • Experience in managing large-scale telecalling centers
  • Prior experience in collections for NBFCs, Banks, or BPOs handling lending collection portfolios
  • Strong experience in handling 90+ DPD in unsecured loan.
  • Proven experience in handling dialers, analytics dashboards, and tele-collection metrics.
  • Strong leadership skills in managing high-pressure floors with 150+ agents, ensuring high productivity and compliance with SOPs.

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