CHARTER
Website:
charterbpo.com
Job details:
Job Opportunity: Collection Operations Manager – India
Location: Kochi, Kerala
Work Mode: Full-time
Collection Operations Manager – India
(Telecalling, Field Collections & Business Development)
We are looking for an experienced Collections Operations Manager to lead the setup and expansion of our India collections operations. This is a unique opportunity to build and grow a collections business from the ground up, covering telecalling, field collections, client management, and business development.
The successful candidate will be responsible for establishing operational processes, recruiting and managing collection teams, developing collection strategies, driving recovery performance, building client relationships, and identifying new business opportunities.
The role requires strong leadership, collections expertise, operational planning, business development skills, and the ability to build scalable recovery operations while ensuring compliance with client, company, and regulatory requirements.
Key Responsibilities
- Establish and manage end-to-end collections operations across telecalling and field collections.
- Develop collection strategies, workflows, performance metrics, operational controls, and quality standards.
- Recruit, train, and manage telecallers, collection agents, team leaders, and field collection executives.
- Build and manage a scalable network of field collection resources across multiple locations in India.
- Drive collection performance and ensure achievement of client and business targets.
- Monitor team productivity, recovery performance, quality, and operational KPIs.
- Develop effective strategies to improve collection and recovery rates across different portfolios.
- Manage client relationships and ensure high standards of service delivery.
- Act as the key point of contact for clients on operational performance, escalations, and service delivery.
- Monitor portfolio performance, analyze collection trends, and implement continuous process improvements.
- Work closely with management and technology teams to implement collection systems, MIS, reporting frameworks, and automation initiatives.
- Establish appropriate operational controls and quality assurance processes.
- Ensure adherence to applicable regulatory requirements, client guidelines, compliance standards, and ethical collection practices.
- Identify and develop new business opportunities in the collections and recovery sector.
- Build relationships with potential clients and generate leads for new collection portfolios.
- Participate in client meetings, presentations, proposals, tenders, and commercial discussions.
- Support business development activities from lead generation through client onboarding.
- Identify market opportunities and provide recommendations to management for expanding the company's collections services across India.
- Support the development of new products, services, and collection models to strengthen the company's market presence.
Requirements
- Minimum 5 years of relevant experience in collections management, preferably with a collection agency, BPO, NBFC, fintech, or financial services service provider.
- Proven experience in managing telecalling and/or field collection operations.
- Experience in building, managing, and scaling collection teams.
- Strong understanding of collections and recovery processes, preferably across retail lending, unsecured lending, vehicle finance, credit cards, or similar portfolios.
- Proven experience in managing collection targets, productivity, recovery performance, and operational KPIs.
- Strong business development and client acquisition skills.
- Experience in identifying new business opportunities and developing relationships with potential clients.
- Experience in preparing proposals, participating in client presentations, tenders, and commercial discussions will be an advantage.
- Strong client relationship and stakeholder management skills.
- Excellent leadership, communication, negotiation, and problem-solving skills.
- Ability to build and manage a field collection network across multiple geographies.
- Strong analytical and operational planning skills.
- Ability to work independently and take ownership of establishing and growing a new collections operation.
Preferred Candidate Profile
The ideal candidate would be someone who has worked in a collection agency or BPO environment and has experience managing collection operations while also contributing to business development and client acquisition.
Candidates with an established network and relationships within the collections, NBFC, fintech, lending, and financial services ecosystem will be preferred.
What This Role Offers
This is a key leadership opportunity to establish and grow a high-performance collections operation in India. The successful candidate will have significant scope to influence operations, collection strategy, team building, client acquisition, business development, and overall business growth.
How to Apply
Interested candidates may send their updated CV to:
careers@chartermerc.com.au
About Charter
Charter is a leading financial services company based in Kochi, India, providing solutions to clients across Australia, the United Kingdom, New Zealand, India, and the United States.
We are committed to delivering exceptional client service while fostering a positive, collaborative, and growth-oriented workplace for our employees.
Click on Apply to know more.