AVP - Tele Collections
5 days ago
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).
- 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.
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