AVP TeleCollections

Job Title: AVP - Tele-Collections
Job Type: Full-time

Location- Thane
Experience: 8-15 years

Key Responsibilities:

• Lead and manage a team of collection executives, team leaders and managers driving high performance and accountability.
• Design and implement tele-collections strategies to achieve recovery targets and minimize delinquencies.
• Monitor daily, weekly, and monthly call center metrics to ensure team productivity and target achievement.
• Analyze performance data and provide actionable insights for continuous process improvement.
• Track call flow, campaign effectiveness, and individual contribution across all team levels.
• Ensure adherence to company policies, regulatory requirements (including DRA guidelines), and industry best practices.
• Act as the escalation point for sensitive customer issues, ensuring timely and satisfactory resolution.
• Collaborate with internal teams including risk, product, and legal to ensure alignment of collection processes
• Understanding of Dialer Metrics is a mandatory requirement
• Monitor and audit call quality and process compliance regularly to improve the performance-regular audits of call quality and process compliance; recommend and implement corrective actions as needed.

Qualifications & Skills:

• Bachelors degree in Business, Finance, or a related field (DRA certification preferred).
• 8-15 years of experience in a leadership role within tele-collections or call center operations.
• Strong proficiency in analyzing and managing dialer metrics (mandatory).
• Prior experience in collections for unsecured loans (PL, BL, EL) or Loan Against Property (LAP) is essential.