Operations Manager - Collections

Olyv; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Olyv, headquartered in Bengaluru, is India''s fastest-growing fintech offering digital credit and financial wellness solutions. The Operations Manager – Collections Operations will lead calling teams, agencies, and BPO partners to drive collection performance at scale.

You will manage KPI dashboards, vendor governance, process compliance, quality assurance, and continuous improvements across collections operations.

Qualifications

• Strong analytical, reporting, and stakeholder management skills.
• Excellent communication in English and Hindi.
• High ownership and ability to work independently.

Responsibilities

• Lead and manage Collections Operations, overseeing calling teams, collection agencies, and BPO partners.
• Drive KPI management, vendor governance, process compliance, quality assurance, and continuous process improvements.
• Manage BPO/calling vendors and agency performance; monitor SLA adherence and handle escalations; conduct vendor scorecards and MBRS.

Skills

Analytical skills

Reporting skills

Stakeholder management

Communication in English & Hindi

Ownership & independence

Tools

MyOperator

Exotel

Ozonetel

Knowlarity

Job description

About Olyv

Olyv is India's fastest-growing, fully automated next-generation fintech company focused on addressing the credit requirements of self-employed micro-entrepreneurs, micro-merchants, and middle and lower-income salaried individuals. In addition to lending solutions, our platform offers digital gold savings, credit health products, and other financial wellness solutions. Founded in 2017 and headquartered in Bengaluru, Olyv leverages AI and ML-powered technology to deliver instant, fully digital credit solutions at scale. With over 13 million users and a presence across 19,000+ pin codes, Olyv is committed to driving financial inclusion and empowering underserved communities.

Our Culture

At Olyv, we are passionate about solving complex customer problems through technology and innovation. We foster a culture of ownership, collaboration, and continuous learning, empowering teams to build world-class products that create meaningful impact. If you thrive in a fast-paced environment and are excited about transforming the FinTech ecosystem, Olyv is the place for you.

Operations Manager – Collections Operations

Job Summary

Lead and manage Collections Operations by overseeing calling teams, collection agencies, and BPO partners. Drive operational performance through KPI management, vendor governance, process compliance, quality assurance, and continuous process improvements.

Key Responsibilities

Collections Operations

• Manage day-to-day collection calling operations.
• Ensure achievement of daily and weekly targets for calls, conversions, and invoice retrieval.
• Monitor team productivity and operational efficiency.

KPI & Performance Management

• Drive Contact Rate, Conversion Rate, TAT, and Productivity KPIs.
• Monitor dashboards and publish daily/weekly MIS.
• Identify performance gaps and drive corrective actions.

Vendor & Agency Management

• Manage BPO/calling vendors and agency performance.
• Track SLA adherence and handle escalations.
• Conduct vendor scorecards and Monthly Business Reviews (MBRs).
• Manage agency empanelment, termination, and DRA/Police verification.

Process & Quality Management

• Conduct call audits and monitor quality standards.
• Ensure adherence to collection workflows and SLAs.
• Drive adoption of new tools and operational processes.

Stakeholder & Financial Operations

• Collaborate with Product, Data, Collections, and Agency teams to improve operational efficiency.
• Validate vendor invoices, travel claims, and Agent/TL incentives.
• Support operational costing and budget management.

Must Have

• 5–6 years of experience in Collections, NBFC, Banking, BPO, or Call Center Operations.
• Minimum 1 year of experience managing calling teams and collection agencies.
• Experience managing KPIs, vendor performance, and SLA compliance.
• Hands‑on experience with cloud telephony/dialer platforms (MyOperator, Exotel, Ozonetel, Knowlarity, or similar).
• Strong analytical, reporting, and stakeholder management skills.
• Excellent communication skills in English and Hindi.
• High ownership and ability to work independently.

Good to Have

• Experience in FinTech or Enterprise SaaS.
• Exposure to QA frameworks, call audit tools, and conversation intelligence platforms.
• Experience in a high-performance, ownership-driven culture.