Collection Manager

Bridgexcel

6 - 8 years

8 - 9 Lacs

gurugram

Posted:5 hours ago| Platform:

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Skills Required

collection management contact centre operations dialer system debt recovery bucket-wise collections team handling rbi compliance & call quality early & late stage collections dialer & workforce management collections recovery

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibilities:-

Lead and manage collections teams to achieve targets through effective coaching, performance reviews, and productivity management.
Drive bucket-wise collections strategies using risk segmentation, call strategies, and multi-channel outreach.
Oversee end-to-end contact centre operations including dialer campaigns, WFM, dashboards, and agent productivity.
Ensure strict adherence to RBI, legal, and internal compliance, with strong focus on call quality and risk control.
Monitor key metrics such as PTP/RTP, flow rates, resolution, AHT, SLA, and contactability.
Analyse MIS and portfolio trends to identify gaps and drive operational improvements.
Collaborate with cross-functional teams (credit, risk, legal, HR, BI) to strengthen collections performance.
Provide regular insights and action plans to senior management.

Required Skills & Competencies

6-8 years of experience in collections/contact centre operations (preferably in BFSI, fintech, or NBFC).
Strong understanding of dialer systems, calling campaigns, and WFM processes.
Excellent people management, coaching, and conflict-handling skills.
Analytical mindset with the ability to interpret data and drive action.
Strong communication, problem-solving, and process-orientation.
Exposure to compliance norms, call audits, and customer-centric recovery methods.

Educational Qualification

Graduate/Post-Graduate in any discipline.
Certifications in contact centre management, collections, or credit risk (optional but preferable).

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