Senior Manager – Collections Compliance & Escalation Management – BFSI

HR consultant; Gurugram District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A prominent recruiting firm in Gurugram is seeking a Senior Manager for Collections Compliance & Escalation Management. The role involves managing customer escalations, conducting effective training sessions, and developing training content. Ideal candidates should possess strong problem-solving skills and a deep understanding of the collections process. This position offers a dynamic work environment aimed at enhancing service quality and implementing training solutions.

Qualifications

• High degree of understanding of collections process and products.
• Expert at usage of latest tools for creation of training modules.
• Strategic and analytical thinking skills.

Responsibilities

• Conduct training sessions across multiple functions.
• Manage customer escalations related to collections.
• Track closure of complaints in coordination with partners.
• Monitor and update training programs.
• Conduct audits of calls and communications.

Skills

Root Cause Analysis of Customer Escalations

Training Programs

Customer grievance management

Problem-solving skills

Understanding of collections process

Job description

Overview

Senior Manager- Collections Compliance & Escalation Management

Required Skills: Root Cause Analysis of Customer Escalations, Track closure of Nodal and RBI complaints, Training Programs and Training Content, Call monitoring and auditing, Collections process and products.

Description:

In this role, you have the opportunity to:

• Be a part of the team building the definitive financial services platform for the consumer community in India.
• Be responsible for developing & growing one of the first successful implementations of lending based on velocity-led underwriting in this part of the world.
• To straddle zero-to-one experiments and expanding the scope of proven projects as we focus on blitz scaling our revenue growth.

Note:- Hard core collection profile is not suitable for this role.

Responsibilities

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 weekly Quality audits for Vendors and call centers.

To succeed in the role:

Impact

• Creating training solutions for Field and Tele collections teams / agencies.

Challenges & Decisions

• Working in a highly fast paced, challenging & competitive landscape.

Skills & know-how

• High degree of understanding of collections process and products.
• Good understanding of Managing Customer grievance and identifying a mutually agreeable solution.
• Expert at usage of latest tools for creation of training modules.
• Exposure of collection and recovery process.
• Problem solving and decision-making skills.
• Strategic and analytical thinking.
• People Management skills.