Lead - Lender Alliances & Contact Center Operations

Responsibilities

• Oversee daily operations of partner contact centers for sales conversion and debt collections across all delinquency buckets.
• Drive key performance metrics including Resolution & Recovery Rates, Cost of Collections, Call Quality, SLA adherence, and Conversion Rates.
• Design and execute tailored scripts and calling strategies for the High DPD segment to focus on credit health enablement.
• Identify, evaluate, and onboard specialized tele-calling vendors to scale execution and manage capacity planning.
• Collaborate with risk, product, and business teams to onboard new FinTech, NBFC, and Bank lenders onto the platform.
• Ensure 100% adherence to RBI guidelines, Fair Practices Code (FPC), and data privacy regulations.
• Implement monitoring frameworks to prevent customer harassment and unauthorized data exposure.
• Act as the primary bridge between internal leadership, external vendor partners, and lending institutions.

Requirements

• 5+ years of robust experience managing large-scale contact center operations (Sales/Collections).
• Deep domain expertise in FinTech, NBFC, or Banking sectors.
• Thorough understanding of regulatory frameworks, including RBI guidelines and TRAI regulations.
• Proven track record in vendor management, including negotiating, onboarding, and auditing external partners.
• Strong analytical skills with proficiency in Excel to analyze KPIs and portfolio trends.
• Exceptional verbal and written communication skills to influence cross-functional teams and stakeholders.

Benefits

• Comprehensive insurance coverage including Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness programs including Employee Assistance Programs and onsite medical centers.
• Parental support including Maternity, Paternity, Adoption, and Day-care support.
• Retirement benefits such as PF contribution, Gratuity, and NPS.
• Additional perks including Higher Education Assistance and Car Lease options.

About the Company

PhonePe is a leading digital payments and financial services platform in India. With over 60 crore registered users, PhonePe facilitates millions of transactions daily across a vast network of merchants. Our portfolio includes insurance, lending, wealth management, and hyperlocal e-commerce, all aimed at unlocking the flow of money and access to services for every Indian.