Telecalling Collections Site Lead

Responsibilities

• Manage the collections portfolio by strategizing and driving recovery for the assigned region.
• Set up and manage tele-calling operations for the product.
• Control roll rates and recovery of overdue amounts from the delinquent pool while managing bucket-wise delinquencies.
• Ensure compliance with collection processes and adherence to all KPIs.
• Develop and execute collection strategies consistent with the nature of exposure and payment delays.
• Identify and continuously improve collection processes to ensure overall efficiency.
• Design and implement compliance and controls for the collections unit in line with regulatory guidelines.
• Monitor delinquent portfolios daily to create location-level strategies for smooth operations.
• Manage expenses and lead systemic technology enhancements to improve productivity.
• Design customer segmentation, treatment analysis, and Champion/Challenger programs.
• Recruit, mentor, and motivate the team to achieve regular targets.

Requirements

• MBA or Graduate degree.
• 10+ years of experience in collections.
• Mandatory experience in New-age NBFCs, Banks, or Fintech.
• Proven experience in vendor management.
• Working knowledge of dialer operations.
• Strong decision-making skills and ability to work under pressure.
• Effective communication and stakeholder management skills.

Benefits

• Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness programs including Employee Assistance and Onsite Medical Centers.
• Parental support including Maternity, Paternity, and Adoption assistance.
• Mobility benefits including relocation and travel support.
• Retirement benefits including PF, Gratuity, and NPS.
• Additional perks such as Higher Education Assistance and Car Lease options.

About the Company

PhonePe is a leading digital payments platform in India. Launched in 2016, it has grown to serve over 600 million registered users and a network of over 40 million merchants. PhonePe's diverse portfolio includes financial services like insurance, lending, and wealth management, as well as new consumer tech businesses. We aim to unlock the flow of money and access to services for every Indian.