Key Responsibilities
- Manage dialer operations and coordinate with technical teams to resolve dialer, CRM, and system-related issues.
- Monitor dialer performance, call connectivity, system utilization, and operational efficiency.
- Develop, implement, and maintain Standard Operating Procedures (SOPs) for collection operations.
- Identify process gaps and implement improvements to streamline collection workflows.
- Plan and coordinate training programs for collection executives, team leaders, and supervisors.
- Conduct refresher training on collection processes, customer handling, negotiation techniques, and operational practices.
- Ensure adherence to RBI guidelines, internal policies, and regulatory compliance requirements.
- Coordinate with Compliance and Quality Control teams to monitor collection practices and address process deviations.
- Design and implement performance-based incentive structures for collection executives and team leaders.
- Analyse incentive effectiveness and recommend changes to improve employee productivity and collection performance.
- Prepare and monitor operational MIS reports, dashboards, and performance metrics.
- Coordinate with HR, IT, Finance, Compliance, QC, and Collections teams to ensure smooth operational functioning.
Required Skills & Qualifications
- Bachelor's degree in Business Administration, Finance, or any relevant discipline.
- 4–7 years of experience in Collections Operations, preferably in NBFC, Banking, FinTech, or Financial Services.
- Hands-on experience in dialer management, CRM platforms, and collection management systems.
- Strong knowledge of collection processes, workflow management, and SOP development.
- Good understanding of RBI guidelines, collection compliance, and regulatory requirements.
- Experience in designing, implementing, and monitoring employee incentive structures.
- Exposure to training and development initiatives for collection teams.
- Strong analytical skills with experience in MIS reporting and performance tracking.
- Proficiency in MS Excel and operational reporting tools.
- Excellent communication, coordination, problem-solving, and stakeholder management skills.
Job Type: Full-time
Pay: ₹45,000.00 - ₹65,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
