Tele Calling Collections Head

Job Location: Delhi

We are seeking a seasoned collections leader to head our large tele-calling vertical, comprising 125+ agents, focused exclusively on NPA recovery. The role demands hands-on experience in recovery strategies, digital and virtual collections, and managing large teams at scale.

Candidate Details:

Candidate will bring proven expertise in unsecured and secured retail/SME recovery, a strong grasp of digital collection platforms and tools, and the ability to design and implement strategies that drive performance across voice, virtual, and tech-enabled channels

Responsibilities:

1.Team Leadership and Operations:

• Lead, manage, and motivate a large team of tele-calling executives, team leaders, and support staff handling NPA recoveries.
• Design and implement KPIs, productivity benchmarks, and quality controls to maximize daily and monthly collections.
• Drive discipline, compliance, and operational excellence across calling teams.

2. Strategy and Performance Optimization:

• Develop and implement collection strategies tailored for various NPA segments (early, mid, hard buckets).
• Leverage data insights, call disposition analytics, and contractability scores to improve recovery rates.
• Continuously test and refine calling scripts, follow-up sequences, and payment negotiation approaches.

3.Digital and Virtual Collections:

• Lead initiatives to integrate and optimize virtual calling, dialler systems, WhatsApp, SMS, and digital nudges to complement voice collections.
• Collaborate with product and tech teams to enhance collector dashboards, auto-diallers, IVR, and contact strategy tools.
• Monitor and improve use of tech platforms for allocation, tracking, and collector performance.

4.Portfolio Analysis & Recovery Planning:

• Segment loan portfolios based on age, size, geography, and borrower profile for targeted calling strategies.
• Work closely with legal, field, and agency teams to escalate cases requiring legal action or field resolution.
• Plan daily/weekly/monthly recovery targets in alignment with business goals.

5.Training, Quality & Compliance:

• Oversee ongoing training for tele-callers on collections techniques, regulatory norms (RBI, DPD guidelines), customer interaction etiquette, and system usage.
• Ensure adherence to fair practices and recovery code of conduct across the tele-calling unit.
• Implement audit trails, call monitoring, and feedback systems for continuous improvement.

6.Cross- Functional Coordination:

• Liaise with internal departments (legal, IT, field collections, analytics) to create integrated recovery strategies.
• Provide regular reports and dashboards to senior leadership on performance metrics, trends, and process gaps.

Education, Experience and Skillset

• Graduate/Postgraduate in Business, Finance, or relevant field.
• 10- 15 years of experience in collections/recovery, with at least 5 years in leading large tele-calling teams.
• Prior experience in an ARC, NBFC, Bank, or recovery agency working with NPAs, or delinquent portfolios is mandatory.
• Strong understanding of recovery workflows, digital collection tools, contact strategies, and performance management.