Collections Manager

Role Overview: As the incumbent of this role, your primary responsibility will be to ensure collections efficiency for various products managed by outsourced, outbound call centers. Key Responsibilities: - Ensure adherence to the capacity plan set by senior management of the Bank. - Review account allocations and collections targets by bucket. - Identify and implement suitable tactics/strategies as needed. - Maintain Daily MIS and Reporting across all required parameters. - Drive the achievement of resolution and roll back targets in the assigned portfolio. - Monitor call agent productivity daily. - Strategize and allocate accounts on the call table. - Ensure rostering of callers as per the strategy and capacity plan. - Monitor and review the Daily Resolution Rate. - Ensure coverage and intensity on each account align with Service Level Agreement or collection strategy. - Handle field referrals as per strategy and timelines. - Ensure timely allocation and realization of pickups generated at the call centre. - Coordinate with internal stakeholders for timely resolution of customer disputes. - Conduct quality assessments on calls. - Manage training needs for callers. - Ensure all collection executives are DRA trained, certified, and background checks are done as per SLA. - Monitor and review performance against targets. - Ensure compliance with Audit, Information Security, Data Privacy requirements, and regulatory bodies by outsourced call centers. Qualification Required: - Minimum Qualifications: Any graduate/PG in any specialization. - Professional Certifications: None required. - Language Skills: Proficiency in English, Hindi, and the local language. (Note: Additional details about the company were not provided in the job description),