Hiring AM / DM - Operation | Tele collection BPO | Vadodara

Baroda Global Shared Service; Gandhinagar, Vadodara; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Baroda Global Shared Services Limited (BGSSL) is urgently seeking an experienced Deputy Manager/Assistant Manager for BPO Tele Collections to lead the team in Vadodara and Gandhinagar. The role focuses on driving collections, ensuring compliance with bank guidelines, and delivering performance improvements.

The ideal candidate has 5–8 years in telecollections, holds a DRA certification, and is ready to relocate to Vadodara or Gandhinagar.

Qualifications

• 5–8 years of experience handling BPO Telecollections
• DRA certification is mandatory
• Willing to relocate to Vadodara or Gandhinagar
• Immediate joiner required
• Last/current designation should be Assistant Manager, Associate Manager or Deputy Manager

Responsibilities

• Oversee daily operations of the telecollections team and ensure smooth workflow
• Monitor and analyze KPIs such as collection efficiency, conversion rates, and AHT
• Develop and implement daily/weekly/monthly calling strategies and dialer management
• Lead, mentor and motivate a team of ASMs, Team Leaders and Agents
• Oversee QA to ensure regulatory compliance with bank guidelines
• Act as main liaison between internal and external stakeholders on performance and updates
• Coordinate with IT, HR, Admin to resolve operational challenges

Skills

People management

Telecollections

KPI tracking

Dialer management

Regulatory compliance

Education

Graduate

Postgraduate

Job description

Dear Candidate,

Greetings from Baroda Global Shared Services Limited (BGSSL)!!

(A wholly owned subsidiary of Bank Of Baroda)

Baroda Global Shared Services Ltd is urgently looking for Assistant Manager / Deputy Manager - BPO Operations (Tele Collections)

JOB DETAILS

• Location: Vadodara & Gandhinagar (Gujarat)
• Designation: Deputy Manager
• Industry: BPO - Telecollections (Bank Loan Recovery - BoB)
• Qualification: Any Graduate / Post Graduate
• Certification: Debt Recovery Agent
• Experience: 5 to 8 years of handling BPO Telecollections process
• Job type: Full time | Permanent
• Work mode: WFO

JOB RESPONSIBILITY

• Oversee the daily operations of telecollections team and ensure a smooth work flow
• Monitor, track and analyze key performance indicators (KPIs) such as collection efficiency, conversion rates, call quality, average handling time (AHT) & adherence to service levels
• Develop and implement daily, weekly and monthly calling strategies and dialer management to optimize bucket efficiency
• Lead, mentor and motivate a team of Assistant Managers, Team Leaders, and Agents to achieve organizational collection goals
• Oversee Quality Assurance team to ensure that calls are complying with regulatory standards and guidelines according to bank
• Act as a point of contact between internal and external (client) stakeholders regarding process performance and operational updates
• Liaise with support functions (IT, HR, Admin) to resolve operational challenges

DESIRED CANDIDATE PROFILE

• Shall have minimum 5 to 8 years (including 2-3 years experience in managerial role) of relevant experience in handling telecollection process in BPO set up
• DRA certification mandatory
• Ready to relocate to Vadodara OR Gandhinagar
• Immediate joiner
• Last / current designation should be Assistant Manager, Associate Manager or Deputy Manager

Regards,

HR Team - BGSSL