Contact Center Head - Collections

Note:- We are only considering candidates who are willing to work from Madhapur, Hyderabad office. Candidates must have experience in managing a Collections Call Center, as well as prior experience overseeing a field collections team. Proficiency in Telugu is mandatory.

Role Description
This is a full-time on-site role for a Head of Operations.

• Well verse and lead overall operations to ensure the monthly collection targets are met.
• Minimum 10 Years experience into Collections domain – Call Centre Operations.
• Strong collection background – Starts from Live to NPA accounts management from different Financial Institutions for example .. Banking & Non-Banking with product knowledge of Credit Cards, Personal Loans, Consumer durable Loans, Agri Loans, Business Loans, Digital Personal Loans.
• He/she should manage overall call centre operations and performance/revenue growth.
• Partner Management
• Implement effective Standard Operating Procedures on outsourced, as well as in-house collection process according to operational requirement and direction.
• Review monthly performance, provide recommendations to the Senior Management, and set effective collection strategies in order to reach the Company's monthly target and ensure continuous improvement of the recovery rate.
• Work closely with other teams and regional and country offices to learn best practices and support stronger integration of risk management.
• Use historical data to forecast future collections and set budgets.
• Maintaining a working knowledge of their industry including challenges and opportunities in the sector.
• Always aim to meet each client’s requirements and exceed expectations.
• Ensure 100% compliance with relevant regulations.
• Handle complaints effectively to maintain good relationship with all stakeholders.
• Ensure that cost is kept at minimum while enhancing revenue.
• Source and build relationship with other stakeholders and potential business partners.
• Perform other ad-hoc tasks given by the Management.

Business Development:

Manage all local data around Sales Leads, qualification, and nurturing.· Track local sales forecasts, targets, achievements and help prepare sales forecasts for the company.

• Follow up on requirements and documentations on new clients for - debt purchase, debt servicing and external collection agencies.
• Maintain relationship with existing debt purchase and servicing clients.

People:

• Align the right people to perform the right duties and keep them motivated and engaged.
• Delegate tasks and always support and encourage the team to continuously develop themselves.

System:

• Have great problem-solving skill and aim for excellence.
• Ideas on improvements and thinking out of the box – innovations.

Culture:

• Setting the right example and driving force behind changes.

Requirements

• Bachelor’s degree in business/law or related fields from a reputable institution
• 12 years+ years of relevant Collections experience as Head of Operations or similar role, preferably within the financial industry, Asset Management, or Collection Agency.
• Superior knowledge of industry regulations and operational guidelines, as well as solid knowledge of business functions and data analytics.
• Familiar with Collections reporting (with experience analysing and presenting findings) and reports back to the business as well as tracking and disseminating key data.
• Have proven track record of managing a successful team of more than 100 members and have excellent organizational and leadership qualities.
• Curious, hungry and are committed to bringing innovation and continuous improvement.
• A strategic thinker with ‘Can do’ attitude.
• Excellent communication skills, ability to influence and articulate a variety of issues to different audiences, tailoring messages accordingly.
• Detail oriented and take pride in your execution capabilities.
• Good command in English, both written & spoken

Job Type: Full-time

Pay: ₹1,800,000.00 - ₹2,400,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Ability to commute/relocate:

• Madhapur, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you experience handling a Collections - Call Center?
• What's your notice period?

Experience:

• Debt Collections: 10 years (Required)

Language:

• Telugu (Required)

Work Location: In person