• develop and implement new & effective collection strategies for early stage delinquent users while keeping in mind the quality and impacts
• work with risk and front-end collection team for implementation of better calling campaigns duly aligned with the organization goals and compliance benchmarks
• own and create dialer strategies, floor mobility strategies and prioritization frameworks based on portfolio segments
• examine strategic performance, spot emerging business & product opportunities, identify business threats/blockers 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
• 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, analyze & 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