Telecalling Collections Site Lead

Responsibilities

• Strategize and drive collections for the assigned region to manage the lending portfolio effectively.
• Set up and manage tele-calling operations to control roll rates and recovery of overdue amounts from delinquent pools.
• Drive compliance with collection processes and ensure strict adherence to KPIs.
• Develop and execute collection strategies consistent with the nature of exposure and payment delays.
• Identify and continuously improve collection processes to ensure overall operational 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.
• Create monitoring policies to identify early warning signals regarding credit quality and defaults.
• 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 performance targets.

Requirements

• MBA or Graduate degree.
• Minimum of 10 years of experience in collections.
• Mandatory experience working in a new-age NBFC, Bank, or Fintech environment.
• Proven experience in team management and leadership.
• Strong analytical skills and ability to make data-driven decisions.
• Thorough understanding of all collection buckets and delinquency management.
• Ability to work effectively under pressure and communicate clearly.

Benefits

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

About the Company

PhonePe is a leading digital payments company in India. Its flagship app serves 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 like Pincode and Indus AppStore.