Assistant Vice President- Tele Collections

Role Title

Designation

• AVP Tele Collections

  (Location: Visakhapatnam / Vizag)
  

Key Skills

Tele-calling collections, agency/vendor management, team leadership, dialer strategy, performance analytics, compliance management

Role Purpose:-

The Regional Head Tele Calling will be responsible for end-to-end tele-calling collections performance across multiple due stages, nationwide. This role will lead through a direct team of Portfolio Managers and a wider team of Vendor Managers, Team Leaders, Tele-calling Officers, and Field Officers (FOS), ensuring delivery against the annual operating plan.

Key Responsibilities:-

• Develop a robust target-setting framework to align with the annual collection plan and portfolio expectations.
  
• Drive tele-caller productivity and money collection at vendor sites by closely monitoring SLAs, cost, and FTE efficiency across different due buckets.
  
• Lead and manage a team of ~1,000 NFTE/FOS across India, through ~24 Vendor Managers and 2 Portfolio Managers, ensuring effective field support for non-contactable accounts.
  
• Leverage technology and optimize dialer campaigns to increase coverage, caller productivity, and resolution rates.
  
• Prepare and circulate performance dashboards and MIS reports for internal stakeholders, enabling performance tracking and strategic decision-making.
  
• Consolidate and strengthen vendor partnerships by creating high-performing, scalable tele-calling channels while maintaining backup capacity.
  
• Collaborate with CX and business functions to support execution in metro and non-metro geographies.
  
• Monitor and review vendor/channel performance through structured governance, ensuring optimal resource deployment and portfolio allocation.
  
• Anticipate and analyze portfolio trends across locations and segments to initiate proactive portfolio health management.
  
• Track changes in customer payment behavior and provide strategic inputs to credit risk, product, and business teams.
  
• Benchmark against industry peers to adopt best practices and keep tele-collections operations aligned with market standards.
  
• Review cost drivers periodically to drive cost optimization and operational efficiency across the tele-calling vertical.
  
• Ensure adherence to risk management procedures, regulatory guidelines, and legal policies.
  
• Conduct periodic audits across internal teams and third-party vendors to maintain policy compliance and governance.
  
• Support legal teams by facilitating on-ground support and resolution of legal matters.
  
• Ensure Business Continuity Plan (BCP) and Disaster Recovery (DR) protocols are in place and drills are conducted as per schedule.
  

Required Experience & Skills:-

• Strong understanding of credit card collections and unsecured lending portfolios
  
• In-depth knowledge of tele-collections strategy, dialer utilization, and vendor governance
  
• Proven track record of managing large, distributed teams and multi-location vendor setups
  
• Ability to interpret data, forecast trends, and execute tactical actions to improve performance
  

Core Competencies:-

• Stakeholder Management
  
• Result Orientation
  
• Analytical Thinking
  
• Process Discipline
  
• Market Awareness
  

Qualification

Graduate or Post-Graduate degree in any discipline

Preferred Industry

Financial Services / Banking / Collections (FSI Sector)

Interested candidates can share their updated CVs on prashant.rana@taggd.in

With Subject line Assistant Vice President - Tele Collections || Preferred location