Cluster Collection Manager

Telecalling Collections Site Lead

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40 million) merchants. PhonePe also processes over 33 Crore (330 Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.

PhonePe's portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you're excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us

Job Summary:

We are seeking a highly motivated and results-oriented Telecalling Collections Site Lead to lead our telecalling collection efforts for accounts falling under DPD 1 to Recovery. This role will be pivotal in optimizing our dialer strategy, driving collection efficiency, and ensuring the achievement of collection targets across various buckets, regions, campaigns, segments, and individual accounts. The ideal candidate will possess strong analytical skills, clear understanding of dialer functionalities and collection processes, and proven experience in managing and motivating telecalling teams.

Key Responsibilities:

• Dialer Management & Strategy:

  • Develop and implement daily dialer input strategies to maximize connect rates and collection efficiency for all DPD buckets (1 to infinity).
  • Continuously analyze dialer performance and make necessary adjustments to calling lists, pacing algorithms, and filtering criteria.
  • Collaborate with relevant teams to optimize dialer configurations and ensure seamless integration with collection systems.
  • Identify and implement best practices for dialer utilization to improve agent productivity and collection outcomes.

• Dialer Metrics Tracking & Analysis:

  • Establish and monitor key dialer metrics such as connect rate, agent utilization, call duration, and conversion rates on a daily basis.
  • Generate regular reports and dashboards to track dialer performance and identify areas for improvement.
  • Analyze trends and patterns in dialer data to proactively address potential challenges and optimize calling strategies.

• Collection Metrics Management & Reporting:

  • Oversee and manage collection performance metrics across different levels, including DPD buckets (1 to infinity), regions, campaigns, segments, and individual accounts.
  • Develop and maintain comprehensive tracking mechanisms for key collection KPIs such as collection rate, recovery rate, roll rates, and cost of collection.
  • Generate insightful reports and presentations on collection performance, highlighting key trends, variances, and actionable insights.
  • Identify underperforming areas and collaborate with team leaders to implement effective strategies for improvement.

• Team Management & Performance:

  • Provide guidance, coaching, and support to team leaders and telecallers to enhance their performance and achieve collection targets.
  • Set clear performance expectations and monitor individual and team performance against defined goals.
  • Conduct regular performance reviews and provide constructive feedback to team members.
  • Foster a positive and collaborative work environment that encourages high performance and engagement.

• Stakeholder Collaboration:

  • Work closely with other departments such as the Centralized collection team, Business, Risk, and Technology to align collection strategies and processes.
  • Communicate effectively with internal and external stakeholders regarding collection performance and initiatives.
  • Participate in cross-functional projects aimed at improving overall collection efficiency and customer experience.

Qualifications & Experience:

• Bachelor's degree in any discipline.
• Minimum of 5 years of experience in telecollections, with a significant portion in managing dialer operations and collection metrics.
• Proven experience in managing collections across various delinquency buckets (DPD 1 onwards).
• Strong understanding of dialer functionalities, strategies, and best practices.
• Excellent analytical and problem-solving skills with the ability to interpret data and derive actionable insights.
• Proficiency in using MS Excel and other data analysis tools. Familiarity with collection management systems is preferred.
• Strong leadership and team management skills with the ability to motivate and develop team members.
  • Excellent communication, interpersonal, and negotiation skills.
  • Ability to work under pressure and meet tight deadlines in a fast-paced environment.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

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