Deputy Unit Manager - Digital Platforms

Bajaj Finance

3 - 5 years

13 - 17 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

compliance crm systems data validation business rules hr internal audit sql analytics power query performance improvement plan diagnostics data extraction automation data modeling stakeholder management performance optimization crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Purpose
Duties and Responsibilities
Dialer Strategy & Execution
Manage end-to-end execution of multiple dialer campaigns across various DMS delinquency buckets (X, 30+, 60+, 90+, etc.).
Develop and execute segmentation-based calling strategies as guided by the business and senior leadership.
Conduct deep-dive diagnostics on dialer logs, routing, pacing logic, and campaign-level performance.
Performance Optimization & Analytics
Analyze daily/weekly dialer metrics and highlight performance trends, gaps, and improvement opportunities.
Implement dialing strategy enhancements attempt logic, retry cycles, skill routing, and call distribution.
Compliance & Governance
Conduct rigorous audits of calling lists, exclusion logic, DND filters, opt-outs, customer consent, and allowed calling windows.
Ensure adherence to regulatory guidelines, internal audit standards, and risk controls.
Maintain robust documentation of campaign changes, SOP updates, and version logs.
Cross-Functional Coordination
Collaborate with Operations for workforce alignment, agent readiness, and campaign prioritization.
Work with Tech teams to resolve dialer issues, API failures, latency lags, and integration errors.
Partner with Quality and Policy teams to align operational execution with business rules.
Coordinate with MIS teams for data validation and report automation.
Reporting & Governance
Prepare and publish daily/weekly/monthly MIS reports, dashboards, and analytical presentations.
Present dialer performance during weekly business reviews and highlight key insights or areas requiring action.
Track KPI dashboards for leadership, including connect %, agent utilization, penetration, drop %, and productivity metrics.
Required Qualifications and Experience
Domain & Technical Expertise
Strong understanding of Collections, DMS frameworks, delinquency buckets, and customer treatment strategies.
Hands-on experience with enterprise-grade dialer systems (Genesys / Avaya / Aspect / Ameyo / NICE / Five9).
In-depth knowledge of dialer modes (predictive, preview, progressive), pacing logic, call blending, and routing principles.
Working knowledge of CRM systems, CTI integrations, and lead management platforms.
Analytical & Reporting Skills
Advanced Excel skills (Power Query, Pivots, Index/Match, Nested formulas, Data modeling).
SQL proficiency preferred for data extraction, query building, and troubleshooting.
Ability to interpret large data sets and convert findings into actionable insights.
Execution & Problem-Solving Skills
Strong troubleshooting ability to resolve dialer failures, configuration errors, and performance bottlenecks.
High execution discipline with the ability to manage multiple campaigns simultaneously.
Strong decision-making capabilities under operational pressure.
Communication & Stakeholder Management
Ability to collaborate effectively with cross-functional teams (Ops, Tech, Analytics, Compliance).
Strong documentation, reporting, and presentation skills.
Ability to translate analytical findings into business-friendly recommendations.
________________________________________
Eligibility
Open to employees in GB03A / GB03B as per mobility and internal movement guidelines.
Must have completed minimum tenure requirements as defined by HR.
No active performance improvement plan or disciplinary action.
Consistent performance ratings and adherence to compliance norms.

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