ROLE & RESPONSIBILITIES Reporting to the Call Centre Manager / TL, Collection agents act as liaisons between businesses and customers to collect debts and resolve outstanding balances. Responsibilities Daily productivity against allocation and minimum level of calls defined in CRM. Conversion of Callback, Broken PTP, PTP & OTS into payment. Contacting debtors to enact and negotiate debt recovery. Maintaining/ updating database/MIS/Status of customer interactions on company system Responsible for monthly recovery targets. Negotiating settlements to receive payment on a certain percentage of the debt. Dispute resolution and escalation to team leader. Communication to team leader regarding requirements of customer like SOA, FCL, OTS letter, LOD etc. Follow up with team leader for completion of customers requirement and communication to customer till closer. Assignment to field if caller unable to collect or connect (wherever field resolution agent available) REQUIRED QUALIFICTAION & EXPERIENCE High school diploma or equivalent or graduate DRA Certified an added TECHNICAL PREFERRED SKILLS A minimum of 6 months+ experience in tele calling in soft calling. Previous debt collection experience will be advantageous. Debt collection certification or training preferred. Exceptional ability to communicate with debtors to negotiate debt payment plans. Experience in tracking down defaulters by searching publicly available databases and records. Exceptional recordkeeping and interpersonal skills. Language Skills - Regional Language (Mandatory ) / Hindi / English Basic communication required.
The State Head Collections will be responsible for end-to-end collection operations for the assigned city, ensuring achievement of collection targets, reduction of delinquencies, and compliance with regulatory and organizational guidelines. The role involves managing in-house teams and external agencies to optimize recovery efficiency while maintaining strong customer relationships and minimizing credit risk. Key Responsibilities: Collection Strategy & Execution Develop and implement city-level collection strategies aligned with organizational goals. Monitor overdue accounts and take proactive measures to reduce delinquency. Drive bucket-wise and DPD-wise (Days Past Due) recovery performance. Team & Agency Management Lead and motivate in-house collection teams, including Team Leaders, Field Executives, and Tele-callers. Appoint, monitor, and evaluate collection agencies; ensure adherence to SLAs. Conduct regular training and performance reviews. Performance Monitoring & Reporting Track daily, weekly, and monthly collection performance against targets. Analyze MIS reports to identify problem areas and recommend corrective actions. Present city collection status and recovery trends to senior management. Compliance & Risk Control Ensure adherence to RBI, legal, and internal compliance guidelines. Handle escalations, disputes, and legal recoveries. Monitor agency conduct to prevent reputational risks. Stakeholder Coordination Collaborate with credit, operations, and legal teams for smooth execution of recovery processes. Build relationships with law enforcement, local authorities, and regulatory bodies for operational support. Key Skills & Competencies: Strong knowledge of collections and recovery processes in [banking/NBFC/financial services] sector. Proven track record in achieving recovery targets. Leadership and people management skills. Analytical skills with proficiency in MIS and data interpretation. Negotiation, persuasion, and conflict resolution abilities. Strong communication and interpersonal skills. Qualifications & Experience: Graduate 812 years of experience in collections, with at least 3 years in a leadership role. Experience in managing city-wide collection operations for retail loans, SME, credit cards, or other lending products.
Experienced in Bulk Hiring, Collections background preferred. Should be well versed with job portals and alternate sourcing methodologies. Onboarding and Recruitment for Collection Agents. Job Location - Mahape, Navi Mumbai
Role Overview We are seeking a Floor Manager Collections to oversee daily operations on the call center floor. The role involves supervising team leaders and agents, ensuring adherence to processes, monitoring performance metrics, and driving recovery efficiency while maintaining compliance standards. Key Responsibilities Manage day-to-day floor operations for the collections process across multiple DPD (Days Past Due) buckets. Supervise and guide Team Leaders and Collection Agents to achieve recovery targets. Monitor and track key collection metrics: RPC (Right Party Contact), PTP (Promise to Pay), CE% (Collection Efficiency), and roll rates. Implement dialer strategies and calling campaigns in coordination with the Operations Manager. Conduct daily huddles, performance reviews, and coaching sessions to enhance agent productivity. Ensure strict adherence to compliance, quality standards, and regulatory guidelines . Resolve escalations related to customer calls and payments. Collaborate with MIS/Analytics teams for data insights and corrective actions. Maintain floor discipline, workforce scheduling, and attendance adherence. Identify training needs and support learning interventions for the collections team. Report daily/weekly floor performance to senior management. Required Skills & Qualifications Graduate in any discipline (MBA preferred but not mandatory). 5–8 years of experience in call center operations, with at least 2–3 years in collections leadership (Team Lead / Assistant Manager / Floor Manager role) . Strong knowledge of collections lifecycle, dialer operations, and call center KPIs . Hands-on experience with dialer systems (Aspect, Avaya, Genesys, etc.). Proven ability to manage a large team (50–100 FTEs). Strong analytical skills with ability to track and drive performance metrics. Excellent leadership, communication, and conflict management skills. Knowledge of compliance and audit requirements in collections. Good to Have Experience in BFSI / NBFC / Fintech collections environment. Exposure to collection systems (FinnOne, Debt Manager, or similar). Familiarity with digital / omnichannel collections strategies.
We are looking for a dynamic and result-oriented Operations Manager to lead and manage our call centre collections function . The role involves managing day-to-day operations, ensuring achievement of recovery targets, optimising dialer strategies, improving agent productivity, and maintaining compliance with regulatory requirements. The ideal candidate will have strong leadership, process management, and collections domain expertise. Key Responsibilities Lead and manage day-to-day call center collections operations for early, mid, and late-stage delinquent portfolios. Drive recovery performance by monitoring DPD buckets, roll rates, PTP conversions, RPCs, and collection efficiency . Manage a team of collection supervisors, team leaders, and agents to achieve business targets. Develop and execute dialer strategies and campaigns to maximize connect and recovery rates. Track and improve key performance metrics AHT (Average Handling Time), RPC (Right Party Contact), PTP (Promise to Pay), CE% (Collection Efficiency). Collaborate with Analytics / MIS teams to review portfolio performance and implement corrective actions. Ensure adherence to regulatory guidelines, audit requirements, and fair debt collection practices . Conduct regular training, coaching, and performance reviews for team members. Optimize workforce management, scheduling, and resource allocation. Work closely with product, risk, and compliance teams to align on collection strategies. Prepare and present periodic performance reports to senior management. Experience in managing dialer systems (Aspect, Genesys, Avaya, etc.) and campaign strategy.
Extract, analyze, and interpret collection and call center performance data. Prepare daily, weekly, and monthly MIS reports on recovery, delinquency, and agent productivity. Monitor DPD (Days Past Due) buckets, roll rates, PTP (Promise to Pay) conversions, and recovery trends. Support dialer campaign strategy by analyzing RPC (Right Party Contact), hit rates, and call outcomes. Collaborate with collection managers to identify bottlenecks and recommend process improvements. Develop dashboards and visual reports for management review (Excel, Power BI, Tableau). Ensure accuracy, timeliness, and compliance in all reporting and data handling. Work with IT/Operations to streamline reporting processes and automate repetitive tasks. Maintain compliance with regulatory guidelines and audit requirements for collection data.
Lead and manage field collection teams (Area Managers, Team Leaders, Field Executives) across the assigned region. Develop and implement strategies to achieve monthly and quarterly collection targets. Monitor bucket-wise and DPD-wise collections performance and take corrective actions as needed. Drive recovery in early, mid, and late-stage delinquent accounts with a focus on reducing NPAs. Allocate resources effectively across branches and geographies to maximize coverage and efficiency. Ensure adherence to company policies, regulatory guidelines, and ethical collection practices. Collaborate with internal stakeholders (Operations, Risk, Legal, Credit, Business) for resolution of high-value and complex cases. Regularly review MIS and portfolio performance, preparing reports for senior management. Mentor, train, and build capabilities of the collection team to drive productivity. Handle escalations and sensitive customer interactions with professionalism. Support in vendor empanelment, performance monitoring, and cost optimization for third-party agencies.
ROLE & RESPONSIBILITIES The National Collection Head will be responsible for leading the national field recovery efforts for early-stage delinquencies, with a specific focus on unsecured loan products. This role requires strategic leadership in driving recovery performance through on-ground execution across multiple regions, particularly in high-volume and high-risk geographies. The ideal candidate should have deep operational expertise, having handled field recovery across at least three states , and must demonstrate experience in managing large unsecured portfolios. Key Responsibilities: 1. Collection Strategy & Execution Develop and execute field recovery strategies for early-stage overdue unsecured accounts. Minimize roll forward rates through region-wise planning and robust execution. Align field recovery plans with broader organizational goals and contact center efforts. 2. Field Operations Management Lead and oversee field collection teams operating across multiple states . Create region-specific action plans based on demographic insights and delinquency patterns. Track performance through KPIs to ensure timely and efficient recoveries. 3. Team Leadership Manage and guide regional and zonal collection heads across geographies. Foster a culture of ownership, accountability, and ethical recovery practices. Drive continuous training and team development to enhance capability. 4. Process Optimization Strengthen coordination between field and contact center teams for better conversion. Implement process improvements using tech-enabled collection tools and dashboards. Ensure SOPs are followed uniformly across all regional operations. 5. Customer Relationship Management Encourage a respectful, solution-oriented approach in all customer interactions. Empower teams to offer structured repayment solutions for customers in hardship. Monitor field conduct and maintain customer experience standards. 6. Compliance & Risk Management Ensure end-to-end compliance with RBI guidelines, industry norms, and internal audit standards. Establish controls to prevent unethical practices and ensure grievance redressal. Work closely with compliance and legal for escalated recovery actions. 7. Stakeholder Engagement Liaise with internal teams Credit, Risk, Product, and Legal – for portfolio support and strategy. Provide regular performance updates to leadership, along with insights on risk pockets and recovery trends. Required Qualifications & Experience: Bachelor’s degree in Finance, Business Administration, or related field (MBA preferred). Minimum 15 years of experience in collections, with a strong focus on field recovery for unsecured loans . At least 7 years in a leadership role managing early bucket delinquency collections . Must have handled collections across at least 3 states with proven experience in regional operations. Technical & Functional Skills: In-depth experience managing unsecured portfolios in the early-stage delinquency cycle. Strong leadership in driving performance across diverse geographies and teams. Proficiency in collection tools, MIS, and CRM platforms. Excellent negotiation, communication, and conflict-resolution abilities. Well-versed in compliance standards and ethical field recovery protocols. Strategic thinker with ability to drive operational efficiency and scalable solutions.