Head - Collections Call Centre - NBFC

People Konnect · India

Job Description: Head - Call Centre (Unsecured Portfolio)

Role Purpose:

Lead and manage end-to-end call centre (Bucket -X) operations for unsecured lending products, driving collections performance, customer experience, operational efficiency, and regulatory compliance.

Key Responsibilities:

• Drive collections in Bkt X bucket and achieve resolution targets.
• Manage outbound call centre operations, productivity, and service levels.
• Develop customer contact and collections strategies using data and analytics.
• Lead, coach, and develop team managers, supervisors, and agents.
• Monitor key metrics including collection efficiency, RPC, PTP, cure rates, and agent productivity.
• Ensure compliance with RBI guidelines, internal policies, and fair collection practices.
• Manage outsourced call centre partners and collection vendors.
• Drive process automation, digital collections, and continuous improvement initiatives.

Desired Profile:

• Graduate; MBA preferred.
• 15+ years of experience in collections/contact centre operations within NBFC, Banking, or Fintech.
• Strong expertise in unsecured lending products such as Personal Loans, Credit Cards, Consumer Finance, and Business Loans.
• Proven leadership, stakeholder management, analytical, and people management skills.

Key Success Measures:

• Collection Efficiency
• Roll Forward Reduction
• Cure Rate Improvement
• PTP Conversion & Kept Rate
• Agent Productivity
• Compliance & Quality Scores
• Cost-to-Collect Optimization