Director, Tele-Collections

Who are we

Debt collection is one of the most unglamorous and misunderstood industries, which is also seen as unethical, outdated, and unreliable. Want to understand what that means Tell your folks that youre joining a collections company and watch their reaction. Thats the perception we aim to change!

At DPDzero, were a young team of super-enthusiastic, tech-obsessed builders on a mission to redefine the industry and make ethical, AI-driven debt collections the standard going forward. Were not just tweaking the industry, were taking it from human-led to AI-first.

About DPDzero

DPDzero is an AI-powered, full-stack collections platform transforming how banks and NBFCs manage loan delinquencies. Started in 2023, weve grown 20X in just 24 monthspartnering with some of Indias largest lenders including RBL Bank, IndusInd Bank, Unity Small Finance Bank, Moneyview, Tata Capital, and more.

Were not building a toolwere fixing one of the biggest and most ignored problems in banking: debt collections. With our AI agents, data science algorithms, and zero-ops platform, were rewriting how collections are donefaster, cheaper, and 10X more ethical than whats existing today.

We dont want to change the collections industry. We want to own it.

Ready to build the workplace of the future

Director Tele Collections will own the performance, efficiency, and scale of DPDzeros telecalling operations across multiple centres nationwide. You will be responsible for managing large-scale calling teams, driving centre-level gross profit delivery, and building an execution engine that consistently hits portfolio collection targets for lender partners. This is a high-impact leadership role requiring a strong balance of operational discipline, people leadership, cost control, and tech adoption.

What Youll Do

1. Performance & Revenue Delivery

• Own monthly and quarterly telecalling collection targets across all centres.
• Ensure performance delivery meets or exceeds collection efficiency commitments.
• Collaborate with strategy team to translate portfolio allocation into actionable calling plans.
• Monitor and drive daily performance KPIs: right-party contact rate, conversion %, resolution rate, and cost per collection.

2. Centre Operations & Management

• Oversee Centre Managers across all telecalling hubs (Bangalore, Mumbai, Delhi, and future locations).
• Standardise operational playbooks for daily routines, escalation processes, performance reviews, and reporting.
• Drive agent productivity and retention, ensuring optimal agent-to-portfolio ratios and reducing attrition.
• Ensure all centres operate within approved budgets while hitting target efficiency levels.

3. People Leadership & Development

• Lead, mentor, and motivate Centre Managers and Calling Managers to create a high-performance culture.
• Partner with HR to ensure proactive hiring pipelines for agents, team leaders, and support roles.
• Implement structured training and upskilling programs to improve agent negotiation skills, compliance adherence, and technology adoption.

4. Cost Control & Efficiency

• Own telecalling cost budgets and ensure optimal cost per call and cost per collection across centres.
• Identify and implement process automation, AI-assisted calling tools, and data-driven agent allocation to reduce operational costs.
• Continuously review centre capacity and redeploy resources to high-priority portfolios.

5. Technology & Process Innovation

• Partner with Product and Tech teams to ensure CRM, dialer, AI agents, and analytics tools are fully leveraged.
• Implement data-driven decision-making across all telecalling operations, ensuring real-time monitoring and rapid course corrections.
• Drive adoption of AI-powered voice agents where appropriate to improve reach and reduce manual call load.|

6. Compliance & Quality

• Ensure strict adherence to RBI guidelines, client-specific protocols, and ethical collection practices.
• Partner with the Quality Assurance team to ensure call quality, borrower experience, and compliance targets are consistently met.

Key Skills & Experience

• 1012 years of experience in large-scale telecalling/collections operations, preferably in BFSI, fintech, or BPO environments.
• Proven track record of managing 1000+ agent operations across multiple centres.
• Strong P&L ownership mindset with experience managing large budgets.
• Deep understanding of collections processes, contact centre metrics, and compliance frameworks.
• Strong leadership, stakeholder management, and cross-functional collaboration skills.
• Comfort with technology, CRM/dialer platforms, and AI-driven calling solutions.

Why join DPDzero

• Youll get a front-row seat to experience 10X growth.
• Youll work directly with the founderno bureaucracy, just mad execution.
• Youll own fintechs biggest untapped conversations.
• Youll get rest of the obvious other startup benefits.

If this feels like the challenge youve been waiting for, lets build something legendary together.