Senior Manager – Collections Compliance & Escalation Management

Talent Ro; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

Talent Ro is seeking a Training and Quality specialist to lead comprehensive training across regions and functions. The role focuses on improving collections processes, root cause analysis, and adherence to RBI guidelines, while updating learning materials and curricula.

Responsibilities include conducting diverse training formats, auditing borrower communications, and driving workshops to elevate team performance.

Responsibilities

• Conduct training sessions across functions and geographies.
• Manage customer escalations in Collections and perform root cause analysis.
• Track RBI/Nodal complaints with Lending Channel partners.
• Update training content to stay current and effective.
• Stay updated with RBI lending and collection guidelines.
• Audit calls and borrower communications regularly.
• Collaborate on learner materials and curriculum development.
• Plan and execute workshops and projects to coach underperformers.
• Deliver training via classroom, virtual, webinars, or e-learning.
• Monitor call quality and adapt call scripts by segment.

Skills

Training delivery

Root cause analysis

Quality monitoring

Curriculum development

Job description

Functional Expertise

• Conduct training sessions across multiple functions and geographical areas
• Manage Customer Escalations related to Collections and conduct a proper Root Cause Analysis.
• Track closure of Nodal and RBI complaints in coordination with Lending Channel partners.
• Monitor and update training programs and training content to ensure that they are effective and up-to-date.
• Proactively stays updated with RBI lending and collection guidelines.
• Regular Audit of calls and other borrower communications
• Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.
• Plan and execute training workshops and projects to monitor and groom poor performing team members /vendors.
• Ensure the delivery of formal and informal training via variety of methods include: Classroom, virtual classroom, webinar, huddle, e-learning coaching.
• Frequent monitoring of calls to ensure standard Call Quality.
• Monitor and review the calling scripts basis segment and bucket.

Interaction

• Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.
• Interact with customers to identify other improvement areas in policies and processes

Problem solving

• Devise and establish quality procedures, standards and specifications for the Tele collections and field collection process.
• Define SOPs for Vendors and Call Centers for adherence to Quality parameters.
• Establish standard quality metrics and implement methods of consistent reporting.
• Ensure scientific root cause identification for recurring quality issues.
• Ensure minimal to zero escalations by conducting