Associate Manager-Debt Management (Call Center)

Idfc First Bank Limited; Thane; Presencial; INR 900 000 - 1 400 000; Tempo integral

Resumo da oferta

Idfc First Bank Limited is seeking an Associate Call Center Manager to oversee the Call Center Collections Department, aiming to optimize processes, MIS efficiency, and adherence to bank guidelines. The role works closely with collection managers and the legal team to initiate legal actions against delinquent customers and resolve complex issues to support the bank's broader objectives.

The ideal candidate will have a strong background in collections, experience managing escalations, and

Qualificações

• Graduate and postgraduate degrees in any discipline.
• Minimum 2 years of experience in collections.
• Strong understanding of collection processes and legal guidelines.

Responsabilidades

• Design strategies to minimize losses by recovering debt via call centers.
• Manage field agencies to support doorstep collection operations.
• Develop campaigns aligned with collection strategy to maximize recovery.
• Handle customer escalations and offer multiple payment modes to reduce bounce rates.
• Support initiatives to reduce fraud risk and maintain dashboards to monitor productivity.
• Use automation tools and digital initiatives to improve efficiency.
• Analyze delinquencies and propose changes to the product team.
• Recommend process changes to improve service efficiency and quality.
• Drive process improvements across Retail Banking to enhance customer service.

Conhecimentos

Collections processes

Legal guidelines

Escalation management

MIS dashboards

Data analysis

Automation initiatives

Formação académica

Graduate – Any discipline

Postgraduate – Any discipline

Descrição da oferta de emprego

Job Requirements

About the Role

The Associate Call Center Manager is responsible for organizing, directing, and overseeing the activities of the Call Center Collections Department. This role focuses on optimizing processes and MIS efficiency while ensuring adherence to bank guidelines. The role requires close collaboration with collection managers and the legal team to initiate legal actions against delinquent customers and resolve complex issues, contributing to the bank’s broader objectives.

Key Responsibilities

Primary Responsibilities

• Design strategies to minimize losses by effectively recovering debt through call centers based on customer track records.
• Responsible for managing field agencies to support doorstep collection operations.
• Develop campaigns aligned with the overall collection strategy to ensure maximum recovery.
• Handle customer escalations and offer various payment modes to reduce bounce rates.
• Support initiatives to reduce fraud risk and maintain dashboards to monitor productivity.
• Utilize automation tools and drive digital initiatives to enhance process efficiency.
• Conduct detailed analysis of delinquencies and recommend changes to the product team.

Secondary Responsibilities

• Recommend process changes to improve service efficiency and quality.
• Suggest improvements to processes and policies across Retail Banking to drive operational efficiency and high-quality customer service.

What We Are Looking For

Education

• Graduate – Any discipline.
• Postgraduate – Any discipline

Experience

• Minimum 2 years of experience in collections

Skills and Attributes

• Strong understanding of collection processes and legal guidelines.
• Ability to manage escalations and provide customer-centric solutions.
• Proficiency in MIS and dashboard monitoring.
• Analytical skills to assess delinquencies and recommend improvements.
• Capability to drive automation and digital initiatives.