Director – Tele Calling & Strategy

  • Full Time
  • Anywhere

Designation: Director – Tele Collections and Strategy

Location: Ahmedabad

Reporting to: Head of Collections

Core Responsibilities:

  • Review and approve the strategy matrix to be followed for collections pool.
  • Optimize the collection efforts to achieve / exceed Credit Plans.
  • Interact with Credit on portfolio trends and share reads.
  • Prepare forecasting models for delinquent accounts in coming months.
  • Ensure timely and accurate capacity planning for collection agencies to service the delinquent pool.
  • Define agency level targets rolling up to portfolio targets & drive process enhancements in collections with an objective of improving resolutions and reducing expenses.
  • Partner with Business stakeholders on enhancing contact enrichment strategy for higher ROR & Review payout model for recovery by channel and effectively right place portfolio to least cost channels.
  • Increased use of information available in open/permitted social forum to maximize and rehabilitate customers.
  • Review abandoned base for effective conversion and clean-up on willing customers.
  • Preparing & delivering analysis & presentations to Senior Management, internal and external clients on portfolio performance
  • Responsible for overview on dialer management and help improve agent productivity across all portfolios.
  • Responsible for carrying out the various projects currently in scope for collections and provide regular updates to collection seniors including any expected delays/bottlenecks
  • Manage a team of people who handle strategy for individual products, dialer and MIS/Analytics for collections.
  • The incumbent will be responsible to drive the achievement of resolution and roll back targets in the portfolio assigned to the call centre.
  • Monitoring call agent productivity on a daily basis and Strategize and allocate accounts accordingly.
  • Incumbent is responsible to ensure the rostering of the callers as per the requisite and pre decided strategy and capacity plan.
  • Ensure and monitor and review the Daily Resolution Rate as decided by the prevalent collection strategy.
  • Ensure that the coverage and intensity on each account is as per the decided Service Level Agreement with the call centre or the prevalent collections strategy.
  • Coordinate with various stakeholders to ensure timely resolution of customer disputes raised if any.
  • Barge in on calls and assess the quality of calls of the callers & manage training needs for callers on the floor.
  • Ensure that all necessary background checks of the callers are done as per Service Level Agreement with the.
  • Ensure that the call centers are compliant with the Audit and Information Security and Data Privacy requirements and various statutory and regulatory bodies

Day-to-Day Responsibilities:

  • Review collection MIS on resolution trends across portfolio.
  • Engage with the Collection head and Regional Collections directors to understand portfolio nuances and optimize the collection efforts accordingly.
  • Portfolio analysis to identify trends/segments which need differential treatment.
  • Drive process enhancements in key collection processes & Check process implementation in line with the approved strategy
  • Accurate forecasting of losses & planning proactive corrective actions, as and when needed.
  • Defining timely tactical interventions for portfolio as and when required.
  • Engage with frontline teams to evaluate efficacy of implemented strategy, enhance the same as required.
  • Analyze portfolio trends to forecast the flow trends and challenges & work closely with Bureau to increase contact reach on current written off base

Key Deliverables:

  • Optimize collection efforts leading to curtailed NCL as per credit plan
  • Portfolio review and feedback to Credit on sourcing and portfolio trends
  • Increasing Digitization across Collections & ensuring strategy enhanced to ensure increased controls in Collections
  • Rationalize expenses by enhancing the collection strategy matrix.
  • Enhancing Recovery & Rate of recovery basis opportunities available

 Key Competencies 

  • Person with an eye for details and controls
  • Interpersonal skills, with strong written and oral communication
  • Advanced excel
  • Energy to work in a high growth and dynamic environment
  • Have a commitment to excellence and strong achievement orientation
  • Be result-oriented with the ability to be decisive; should be willing to seize initiatives and opportunities
  • MBA preferred with about 7-10 years of work experience in the collections domain

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