Lead- Tele Collections

Job Summary:

Centre Head In-house Tele Collections

Key Responsibilities:

• Operations Management:

• Oversee day-to-day operations of the in-house tele-collections center.
  
• Manage and support a team of

  Team Leaders

  and

  Tele-Callers

  to meet recovery targets across different delinquency buckets.
• Monitor call quality, productivity, and adherence to call scripts and compliance guidelines.
  

• Performance Tracking:

• Drive daily/weekly/monthly collection targets through structured follow-ups and team engagement.
  
• Track individual and team performance, and initiate corrective action plans when needed.
  
• Analyze collection trends and prepare actionable insights for improvement.
  

• Team Management:

• Hire, train, and mentor tele-collection staff and team leaders.
  
• Conduct regular reviews, performance feedback sessions, and motivational activities to maintain team morale and productivity.
  

• Reporting & MIS:

• Ensure timely and accurate reporting of collection performance to senior management.
  
• Maintain dashboards, performance trackers, and call logs for audit and monitoring purposes.
  

• Compliance & Quality:

• Ensure strict adherence to regulatory and internal compliance guidelines during customer interactions.
  
• Implement quality checks and call audits to ensure professionalism and customer sensitivity.
  

• Process Improvements:

• Identify process gaps and recommend improvements to enhance recovery and operational efficiency.
  
• Coordinate with tech and product teams for dialer optimization, CRM enhancements, and process automation.

Key Requirements:

• Graduate in any discipline; post-graduate preferred.
  
• 610 years of experience in

  tele-collections

  , with

  at least 23 years in a managerial/center head/team handling role

  .
• Strong understanding of unsecured retail loan collections (PL, BNPL, Credit Card, etc.).
  
• Experience managing in-house teams (not outsourced/vendor-managed).
  
• Excellent leadership, communication, and analytical skills.
  
• Proficiency in Excel, CRM tools, dialer systems, and MIS reporting.
  
• Ability to work in a high-pressure, target-driven environment.

Key Requirements:

• Graduate in any discipline; post-graduate preferred.
  
• 6–10 years of experience in

  tele-collections

  , with

  at least 2–3 years in a managerial/center head/team handling role

  .
• Strong understanding of unsecured retail loan collections (PL, BNPL, Credit Card, etc.).
  
• Experience managing in-house teams (not outsourced/vendor-managed).
  
• Excellent leadership, communication, and analytical skills.
  
• Proficiency in Excel, CRM tools, dialer systems, and MIS reporting.
  
• Ability to work in a high-pressure, target-driven environment.