Manager - Tele Collections

Key Responsibilities:

• Manage and lead a team of Tele-collection executives and team leaders to achieve recovery targets.
• Implement and monitor tele-collection strategies to reduce delinquencies and improve portfolio performance.
• Track daily, weekly, and monthly dialer metrics to ensure optimal productivity.
• Analyze performance data and recommend process improvements.
• Oversee call flow, campaign effectiveness, and team-level contributions.
• Ensure adherence to company policies, DRA guidelines, and regulatory requirements.
• Handle escalated customer cases and ensure timely resolution.
• Collaborate with risk, product, and legal teams for smooth collection operations.
• Conduct regular audits of call quality and process compliance; implement corrective actions.

Qualifications & Skills:

• Bachelors degree in Business, Finance, or a related field (DRA certification preferred).
• 58 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.