Telecalling Collections Site Lead Bangalore

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.
PhonePes 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 companys 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 youre 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 Responsibilities:

• Managing the portfolio by strategizing and driving collections for the assigned region.
• Setting up and managing tele-calling for the product
• Responsible for controlling the roll rates and recovery of overdue from the delinquent pool & controlling bkt wise delinquencies.
• Driving the compliance to collection processes and adherence to KPI.
• Drive Higher resolution rates across buckets. Reviewing collections priorities to deliver superior client experience.
• Develop and execute collection strategies consistent with the nature of exposure and gravity of delays in payment.
• Identify, develop and continuously improve collections process to ensure overall efficiency
• Develop in an in-depth understanding collections SOP and drive implementation
• Accountable for designing and implementing Compliance & Controls for collections unit in line with regulatory guidelines.
• Daily monitoring and regular reviews of delinquent portfolio to make location level strategy for smooth operations.
• Create processes, reviews and monitoring policies to identify early warning signals on credit quality and defaults.
• Managing expense and lead systemic (technology) enhancements. Managing and driving units
  

productivity and performance through balance scorecards/ performance enhancer programs.

• To design Customer Segmentation and Treatment Analysis, designing Champion and Challenger programs.
  

Functional Competencies

• Team Handling: Recruit, mentor and motivate the team to achieve targets on regular basis. Drive the team and deliver outcomes for self and team.
• Business Acumen: Analyse the effectiveness of the processes on a day-to-day basis and course correct. Has deep sense of ground reality and leverages it to achieve results.
• Analytical: Drive specific process efficiency metrics and be accountable to drive data-driven decision making.
• Managing Stakeholder: Manage disagreements maturely and align stakeholders. Communicate proactively and help bring clarity around deliverables and owners.
• Results Oriented: Deliver on daily numbers, short-term goals and long-term milestones set by business. Consistently deliver impact commensurate to the role.
  

Attributes we are looking for

• Must be MBA/Graduate and above and have at least 10 years experience in collections.
• Experience in New age NBFCs or Banks or Fintech is mandatory.
• Decision making, work under pressure, Effective communication
• Must have thorough understanding of all buckets collections.
• Decision making, work under pressure, Effective communication,
• Must have experience in vendor management.
• Working knowledge of dialer operation
  

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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