develop and execute vendor network and execution framework for CRED early stage collection
develop and implement new & effective collection strategies for early stage delinquent users while keeping in mind the quality and CSAT impacts
work with risk and front-end collection team for implementation of better calling campaigns duly aligned with the organisation goals and compliance benchmarks
own and create dialler strategies, floor mobility strategies and prioritisation frameworks based on portfolio segments
manage cost of collections in a tight budget to ensure the P&L becomes profitable
examine strategic performance, spot emerging business & product opportunities, identify business threats/blockers, look for novel strategic solutions, and develop creative action plans
be aware of what is happening on competition space and collection ecosystem and keep adding new ideas to improve collection efficiency
standardise & bring uniformity in the dialler strategy for all the centers along with new strategies for operational excellence
ensure to have a highly customer centric collection team who regularly achieve their collection targets and KPIs
develop and execute operations plan for the tele-calling sites
take initiatives to innovate tele-calling structures with an intent to create a sharply focused state of the art framework
provide and facilitate relevant development models for team members which would be essential to deliver as per expectation
frequent performance reviews and monitoring of team members
provide and support end to end designing and implementation of capacity planning model along with a proper hiring planner & end to end process management encompassing all aspects of compliance, quality & training
generate, analyse & share regular reports on team performance, collection intensity and outcomes including but not restricted to market trend analysis and reports
present derived insights and recommendations for ongoing improvement
provide and support end to end invoice management for all the tele calling vendors
you should apply if you:
possess at least 5 years of tele-calling collection experience in financial services industry with a specialized focus on fintech collections space for a duration of atleast 2 years
hold the required knowledge and flare to work with new technology solutions and ability to get deep into problem solving of any critical concerns
possess exceptional analytical, problem solving and research skills and resource knowledge
have the ability to manage large teams with an approach to coaching and training your team members
have a clear eye to see the bigger picture in mind and have the decisiveness to affect the long-term viability of the product
are comfortable with ambiguity, able to navigate fuzziness to arrive at efficient solutions
