Regional Manager Tele Collection

4 days ago

Thāne, Maharashtra, India Hinduja Housing Finance Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Role & responsibilities

General Job Responsibility

  • He or She will be responsible for managing the External Vendor Call Center and delivering targeted numbers through call center calling team on HHFs Mortgage Portfolio. Will be required to be co-located in the Call Center premise and manage the performance of the given portfolio
  • To manage day-to-day operations of the call center on HHF pool, including scheduling, staffing, and training of the call center agents including handling disputes, escalations and resolution of high value cases
  • Setting targets for the call center agents and monitoring their performance including dialer MIS, and actioning on data insights
  • Managing the relationship with the loan portfolio team and ensuring that the call center is aligned with the company's objectives
  • Managing the budget and ensuring that the call center is cost-effective
  • Ensuring that the call center is compliant with the regulatory requirements

Principal Accountabilities

  • To develop and implement strategic plans to achieve the targeted numbers for Soft Bucket collection
  • To Analyze the market trends and customer behavior to identify opportunities for improvement
  • To develop and implementing of strategies to improve the collection efficiency and customer service
  • To review the collection reports of Call Center and providing insights and recommendations to the management team
  • Audit, review, strategies & practices
  • To Monitor the performance of the collection team and identify areas for improvement
  • To develop strategies and tactics to improve the performance of the team and achieve the targeted numbers
  • To manage escalations from customers and resolve any issues in a timely manner
  • To analyze data and reports to track the performance of the team and identify trends
  • To Drive incremental & step change improvements with an objective of maximizing collections, identifying alerts/red flags including high risk and high impact customers, therefore controlling loss rates and achieving cost efficiency
  • To manage production of insightful and timely MIS to inform Senior Management
  • To manage the External Vendor Call Center team and ensure that they deliver the targeted numbers for Bucket 0 and Bucket 1 collections
  • To communicate effectively with the team and provide coaching and feedback to improve performance
  • To develop and implement training programs to improve the skills and knowledge of the team
  • To ensure that the team is motivated and engaged to achieve the desired results

Preferred candidate profile

  • Minimum of 10 years in working in call center or managing a call center team in the financial services industry, preferably in collections

Interested candidates can share their profile on

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