Assistant Manager

17 hours ago

Bengaluru, Karnataka, India Aye Finance Full time

Location: Bangalore Yelahanka New Town

Job Type: Full-time (Work from Office)

About Us: Aye Finance is a leading financial services company specializing in providing business loans to MSME businesses.

We are seeking an experienced Assistant Manager to join our Tele Collections team.

Job Summary:

The Assistant Manager - Tele Collections will be responsible for overseeing the team's performance, ensuring efficient collection processes, and driving team productivity. The ideal candidate will have experience in team management, collections, and customer service.

Key Responsibilities:

1. Team Management: Supervise the team and mentor team leaders, providing guidance and support to ensure team targets are met.

Lead, train, and manage a team of tele-callers to achieve monthly and quarterly collection targets.

2. Collection Strategy: Develop and implement effective collection strategies to maximize recoveries and minimize losses.

Monitor daily performance metrics (connects, promises to pay, payments received, etc.) and ensure adherence to KPIs.

3. Performance Monitoring: Track and analyse team performance, identifying areas for improvement and implementing corrective actions.

4. Customer Relationship Management: Ensure excellent customer service and build strong relationships with customers.

Optimize call center productivity through manpower planning, training, and use of technology (dialer management, CRM tools).

5. Process Improvement: Identify opportunities to improve processes and implement changes to enhance efficiency and productivity.

Motivate and guide the team through continuous coaching, feedback, and performance appraisals.

6. Reporting and Analysis: Prepare and analyse reports on team performance, collection metrics.

Analyze collection data and prepare MIS reports for management review.

7. Training and Development: Provide training and development opportunities to team members to enhance their skills and knowledge.

Develop scripts, process flows, and quality frameworks to enhance customer interactions and minimize complaints.

Key Skills & Competencies:

  1. Strong knowledge of collections process and tele-calling operations.

  2. Excellent communication, negotiation, and people management skills.

  3. Proficiency in MS Excel, CRM, and Dialer Management tools.

  4. Ability to handle pressure and meet strict deadlines.

  5. Analytical mindset with data-driven decision-making approach.

  6. Knowledge of Fair Practices Code related to collections.

Qualifications:

  1. Experience: Minimum 3-5 years of experience in team management with at least 2-3 years in a managerial role in a tele-collections environment.
  2. Education: Minimum Graduate
  3. Current Status: Should have an on-paper experience of 1 year as an AM/Deputy Manager.
  4. Languages: Should have proficiency in Tamil and Telugu language.

Preferred Industry Background:

Banking / NBFC / Fintech / BPO (Tele-Collections Process)

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