Scope of the Role
Being a Collection Manager of a Fintech Company you are to manage the Tele-Calling Collection vendors and ensure the soft bucket Personal Loan Collection.
Job Description
- develop and execute vendor network and execution framework for early stage collection
- develop and implement new & effective collection strategies for early stage delinquent users while keeping in mind the quality and CSAT impacts
- work with risk and front-end collection team for implementation of better calling campaigns duly aligned with the organisation goals and compliance benchmarks
- own and create dialler strategies, floor mobility strategies and prioritisation frameworks based on portfolio segments
- manage cost of collections in a tight budget to ensure the P&L becomes profitable
- examine strategic performance, spot emerging business & product opportunities, identify business threats/blockers, look for novel strategic solutions, and develop creative action plans
- be aware of what is happening on competition space and collection ecosystem and keep adding new ideas to improve collection efficiency
- standardise & bring uniformity in the dialler strategy for all the centers along with new strategies for operational excellence
- ensure to have a highly customer centric collection team who regularly achieve their collection targets and KPIs
- develop and execute operations plan for the tele-calling sites
- take initiatives to innovate tele-calling structures with an intent to create a sharply focused state of the art framework
- provide and facilitate relevant development models for team members which would be essential to deliver as per expectation
- frequent performance reviews and monitoring of team members
- provide and support end to end designing and implementation of capacity planning model along with a proper hiring planner & end to end process management encompassing all aspects of compliance, quality & training
- generate, analyse & share regular reports on team performance, collection intensity and outcomes including but not restricted to market trend analysis and reports
- present derived insights and recommendations for ongoing improvement
- provide and support end to end invoice management for all the tele calling vendors
Ideal Candidates
- possess at least 5 years of tele-calling collection experience in financial services industry with a specialized focus on fintech collections space for a duration of atleast 2 years
- hold the required knowledge and flare to work with new technology solutions and ability to get deep into problem solving of any critical concerns
- possess exceptional analytical, problem solving and research skills and resource knowledge
- have the ability to manage large teams with an approach to coaching and training your team members
- have a clear eye to see the bigger picture in mind and have the decisiveness to affect the long-term viability of the product
- are comfortable with ambiguity, able to navigate fuzziness to arrive at efficient solutions