Soft Bucket Collection Tele-Calling Floor Manager

KOGTA FINANCIAL (INDIA) LIMITED; Gharsana; On-site; INR 800,000 - 1,100,000; Full time

Job summary

KOGTA FINANCIAL (INDIA) LIMITED is seeking a collections leader to manage soft bucket recuperations and head a tele‑collection team. You will drive performance, ensure RBI guideline adherence, and supervise daily operations to achieve monthly targets.

The role requires 4–7 years in NBFC/BFSI collections, with strong leadership and Excel skills. MBA is preferred; on‑site role based in India.

Qualifications

• Graduate or MBA with experience in NBFC/BFSI collections.
• 4–7 years in collections, with at least 2–3 years in soft bucket roles.
• Strong negotiating skills and RBI compliance knowledge.

Responsibilities

• Lead soft bucket collections and tele‑collection team to meet recoveries.
• Monitor daily resolution, efficiency, and adherence to RBI norms.
• Strategize calling patterns based on customer risk profiling.
• Coach team on negotiation and objection handling.
• Track KPI metrics and prepare bucket‑wise MIS reports.

Skills

Leadership

NBFC soft bucket collections

Delinquency management

Negotiation

Excel proficiency

RBI compliance knowledge

Education

MBA preferred

Graduate

Tools

Excel

Job description

Job Description

This role focuses on managing soft bucket collections and leading a tele‑collection team to achieve recoveries while ensuring compliance with RBI guidelines.

Key Responsibilities

• Drive roll‑back performance and reduce roll‑forward rates.
• Monitor daily resolution and collection efficiency.
• Strategize calling patterns based on customer risk profiling.
• Ensure maximum resolution before accounts move to hard bucket.
• Lead and supervise tele‑collection team leaders/executives.
• Allocate portfolios and targets bucket‑wise.
• Conduct daily morning huddles and performance reviews.
• Track individual productivity (Calls, RPC, PTP, Conversion).
• Coach team members on negotiation and objection handling.
• Ensure monthly collection targets are achieved.
• Improve PTP kept rate and resolution ratio.
• Optimize dialer strategy and call connect rates.
• Focus on first‑time delinquent (FTD) customers to avoid future NPA.
• Ensure adherence to RBI collection guidelines and fair practices code.
• Monitor call audits for compliance and quality.
• Avoid customer harassment and ensure ethical recovery practices.
• Handle escalations and customer grievances.
• Prepare daily, weekly, and monthly bucket‑wise MIS reports.
• Track KPIs such as Collection Efficiency (CE%), Roll‑back %, Roll‑forward %, PTP Conversion & Kept %, RPC (Right Party Contact).
• Share performance analysis with senior management.
• Identify gaps in early‑stage collection strategy.
• Suggest improvements in dialer campaigns.
• Coordinate with Risk, Credit, and Field teams.
• Implement preventive collection strategies for repeat delinquents.

Required Skills

• Strong leadership and team handling skills.
• Knowledge of NBFC soft bucket collection process.
• Good understanding of delinquency management.
• Excellent negotiation and communication skills.
• Strong analytical ability and Excel proficiency.
• Understanding of RBI compliance norms.

Qualifications

• Graduate (MBA preferred).
• 4–7 years of experience in NBFC/BFSI collections.
• Minimum 2–3 years in soft bucket team handling role.

Key KPIs

• Soft Bucket Collection Efficiency %
• Roll‑back Improvement %
• Roll‑forward Control %
• PTP Kept %
• Team Productivity
• Compliance Score