Senior Dialer Manager – DMS Process

The Senior Dialer Manager serves as the strategic lead for dialer governance, portfolio optimization, and execution excellence across the entire DMS (Delinquency Management Services) landscape. The role is accountable for designing enterprise-wide dialer strategies, ensuring regulatory alignment, driving advanced analytics, and influencing long-term collections outcomes. This position requires a deep understanding of collections behavior, predictive technologies, regulatory frameworks, and large-scale performance management. It plays a pivotal leadership role, partnering closely with senior management, technology, and risk teams to shape and deliver dialer-driven business impact.

Key Responsibilities:

Strategic Dialer Design & Portfolio Optimization-

• Lead the end-to-end design of dialer strategies across all DMS portfolios, buckets, products, and customer segments.
• Define strategic segmentation logic, account prioritization frameworks, hit strategies, and multi-touch engagement plans.
• Develop predictive dialing rules, customer treatment journeys, and long-range optimization models.

Governance, Compliance & Risk Alignment-

• Lead governance across calling standards, DND adherence, RBI guidelines, data privacy mandates, and audit requirements.
• Establish risk-aligned dialing practices, documentation protocols, and SOP governance structures.
• Conduct oversight reviews of campaign changes, exemptions, system issues, and compliance alerts.
• Ensure end-to-end regulatory readiness across all dialer operations and vendor platforms.

Technology & Innovation Leadership-

• Partner with Technology, Product, and Platform teams to drive dialer automation, AI-based dialing decisions, and system upgrades.
• Lead integration discussions for new data sources, CRM flows, scoring models, and third-party dialer enhancements.
• Evaluate and benchmark dialer capabilities, recommending process re-engineering or system modernization where required.
• Coordinate with vendors for performance tuning, patch updates, scalability planning, and system reliability improvements.

Advanced Analytics & Performance Management-

• Use deep analytics to refine dialing strategies, including penetration models, behavior-based segmentation, and call-time optimization.
• Build predictive models around connect rates, RPC trends, customer availability windows, propensity scoring, and agent productivity.
• Conduct strategic portfolio diagnostics and scenario modeling to influence collections strategy.
• Lead analytics-driven governance reviews with Collections leadership and senior stakeholders.

Leadership, Influence & Cross-Functional Collaboration-

• Act as the primary advisor to Collections leadership on dialer strategies and portfolio outcomes.
• Drive cross-functional alignment with Analytics, Risk, Policy, Quality, WFM, and Operations units.
• Lead strategic discussions, present insights to senior management, and influence business decisions using data-backed recommendations.
• Mentor and guide junior dialer teams to uplift capability and drive excellence in execution.

Domain Expertise-

• Deep experience in dialer strategy, collections portfolio management, and delinquency behavior.
• Strong command of predictive dialing logic, pacing optimization, routing strategies, and multi-channel engagement frameworks.
• Expertise with enterprise dialer platforms (Genesys / Avaya / Aspect / NICE / Ameyo / Five9).

Analytical & Technical Skills-

• Strong analytical problem-solving capabilities with experience in SQL, Python, R, or equivalent analytical tools.
• Ability to interpret complex datasets, build forecasting models, and conduct root-cause analysis.
• Understanding of digital collections platforms, CRM flows, customer scoring, and big-data ecosystems.

Leadership & Influence-

• Strong stakeholder management skills with a proven ability to influence senior leadership.
• Experience leading cross-functional forums, governance councils, and strategy working groups.
• High-level communication, presentation, and decision-making capabilities.

Execution & Governance-

• Proven ability to drive large-scale initiatives, navigate ambiguity, and ensure regulatory rigor.
• Strong governance mindset with experience handling audit, risk, and compliance frameworks.
• Ability to translate insights into strategy and strategy into actionable execution plans.

Eligibility:

• Open to employees in GB04A who meet internal movement and mobility guidelines.
• Must have a strong and consistent performance track record in Collections, Strategy, or Dialer Management leadership roles.
• Should not have any active performance improvement plans or disciplinary actions.
• Demonstrated ability to lead strategic projects or portfolio-level initiatives.