Regional Manager Tele Collection

Role & responsibilities

General Job Responsibility

• He or She will be responsible for managing the External Vendor Call Center and delivering targeted numbers through call center calling team on HHFs Mortgage Portfolio. Will be required to be co-located in the Call Center premise and manage the performance of the given portfolio
• To manage day-to-day operations of the call center on HHF pool, including scheduling, staffing, and training of the call center agents including handling disputes, escalations and resolution of high value cases
• Setting targets for the call center agents and monitoring their performance including dialer MIS, and actioning on data insights
• Managing the relationship with the loan portfolio team and ensuring that the call center is aligned with the company's objectives
• Managing the budget and ensuring that the call center is cost-effective
• Ensuring that the call center is compliant with the regulatory requirements

Principal Accountabilities

• To develop and implement strategic plans to achieve the targeted numbers for Soft Bucket collection
• To Analyze the market trends and customer behavior to identify opportunities for improvement
• To develop and implementing of strategies to improve the collection efficiency and customer service
• To review the collection reports of Call Center and providing insights and recommendations to the management team
• Audit, review, strategies & practices
• To Monitor the performance of the collection team and identify areas for improvement
• To develop strategies and tactics to improve the performance of the team and achieve the targeted numbers
• To manage escalations from customers and resolve any issues in a timely manner
• To analyze data and reports to track the performance of the team and identify trends
• To Drive incremental & step change improvements with an objective of maximizing collections, identifying alerts/red flags including high risk and high impact customers, therefore controlling loss rates and achieving cost efficiency
• To manage production of insightful and timely MIS to inform Senior Management
• To manage the External Vendor Call Center team and ensure that they deliver the targeted numbers for Bucket 0 and Bucket 1 collections
• To communicate effectively with the team and provide coaching and feedback to improve performance
• To develop and implement training programs to improve the skills and knowledge of the team
• To ensure that the team is motivated and engaged to achieve the desired results

Preferred candidate profile

• Minimum of 10 years in working in call center or managing a call center team in the financial services industry, preferably in collections

Interested candidates can share their profile on vernica.mathur@hindujahousingfinance.com