Website:
peoplekonnect.co.in
Job details:
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
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