Head Tele Collections

You will be responsible for managing the collections operations for the entire in-house and remote location setups as the Head of Tele Collections in the banking sector. Your main focus will be on aligning strategies for the collections team to meet and sustain performance in order to achieve budgeted targets. You should possess a strong understanding of debt collection core levers and operations, and be eager to apply this knowledge to execute current and future strategies effectively. Collaboration with relevant stakeholders such as Operations, Technology, Compliance, Sales, and other departments will be crucial to achieving collective goals. Your key responsibilities will include controlling the flow rates of overdue accounts, managing the Tele-Collection process, developing strategies for overdue collections, and ensuring audit and regulatory compliance. Additionally, you will be responsible for driving forecasting on budget estimation, annual targets, cost management, manpower projection, and workforce planning. You will need to evaluate the cost-effectiveness of potential new strategies, create a diverse bench strength with a clear succession plan for high-performing individuals, and ensure the right skill set of agents and team leaders through necessary training and coaching. Your role will also involve managing strategies such as incentives, negotiation training, call campaigns, account segmentation, automated reminder messaging, and evaluating technology improvements. It will be essential to maintain a balance between costs and money collected within specified parameters, while keeping team attrition rates below acceptable thresholds. Data-driven decision-making will play a key role in aligning Key Performance Indicators (KPIs) for the team's success.,