Associate Manager - Tele collections Process

Job Summary

The Associate Manager - Tele collections is responsible for leading and managing a team of tele collection executives to achieve collection targets, reduce delinquency, and improve recovery rates. The role involves team management, performance monitoring, customer interaction oversight, process compliance, and driving operational excellence while ensuring adherence to regulatory and company policies.

Key Responsibilities

Team Management

• Lead, coach, and motivate a team of tele collection agents.
• Conduct regular performance reviews and provide constructive feedback.
• Monitor attendance, productivity, and adherence to schedules.
• Identify training needs and facilitate team development.

Collections Management

• Ensure timely follow-up on overdue accounts through outbound calls.
• Drive achievement of collection and recovery targets.
• Develop strategies to improve payment realization and reduce delinquency.
• Escalate high-risk accounts for further action when necessary.

Performance Monitoring

• Track daily, weekly, and monthly collection metrics.

• Analyze team performance and identify improvement opportunities.

• Prepare and present MIS reports to management.

• Monitor key performance indicators (KPIs) such as:

• Collection efficiency

• Promise-to-pay conversion

• Right-party contact rate

• Recovery percentage

• Productivity per agent

Quality & Compliance

• Ensure adherence to company policies, legal requirements, and collection practices.
• Monitor call quality and customer interactions.
• Maintain compliance with regulatory guidelines and data privacy standards.
• Address customer escalations and resolve complex collection cases.

Process Improvement

• Recommend and implement process improvements.
• Collaborate with operations, risk, and customer service teams.
• Support automation and workflow enhancement initiatives.
• Drive continuous improvement in collection strategies and customer engagement.

Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Finance, or related field.
• Master's degree preferred (optional).

Experience

• 5 to 8 years of experience in collections, tele collections, or debt recovery.
• Minimum 2 years of team handling experience.
• Experience in banking, financial services, NBFC, telecom, or BPO collections preferred.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and negotiation abilities.
• Knowledge of collections processes and recovery strategies.
• Strong analytical and problem-solving skills.
• Proficiency in MS Excel, reporting tools, and collection systems.
• Ability to manage targets and work in a fast-paced environment.

Key Performance Indicators (KPIs)

• Collection target achievement (%)
• Recovery rate
• Delinquency reduction
• Promise-to-pay fulfillment rate
• Agent productivity and quality scores
• Customer complaint resolution metrics
• Compliance adherence

Preferred Attributes

• Result-oriented and data-driven approach.
• Strong stakeholder management skills.
• Ability to handle escalations professionally.
• Experience in managing large tele collection teams.

Contact HR: Yamanur K - 9449900627

[email protected]