Debt Collections Manager (Head)

Job Title: Debt Collections Manager (Head)

Department Name: Collection

Experience required: 12-16 Years

Minimum Qualification: Graduate

Location: Gurgaon

Working days- 5 days

Industry: NBFC ,FINTECH ,BPO

Job Summary:

We are looking for a dynamic Trainer & Quality Analyst to join our team. This position requires someone with excellent communication, people skills, and a strong eye for detail. The candidate will be responsible for training new and existing agents and performing call quality audits to ensure compliance with internal standards.

Key Responsibilities:

1. Managing the Debt Collection Process:

o Leading the debt collection team.

o Monitoring all stages of customer interaction—from initial reminders to final recovery.

o Working exclusively with personal (unsecured) loans.

2. Developing and Implementing Improvement Strategies:

o Designing and implementing initiatives to improve collection efficiency.

o Tailoring strategies based on customer profiles and types of delinquency.

3. Monitoring and Analyzing KPIs:

o Regularly tracking key performance indicators such as:

§ Recovery Rate

§ Roll Rate

§ Cost of Collection

§ Other relevant operational metrics

4. Team Management:

o Setting and overseeing individual and team KPIs.

o Conducting regular team meetings, performance reviews, and daily activity coordination.

5. Communication Channels Development:

o Implementing and optimizing digital communication channels such as IVR, SMS, push notifications, and email.

o Improving outreach and engagement with customers.

6. Cross-Department Collaboration:

o Working closely with Quality Control, Analysts, BI teams, and IT.

o Contributing to script development, technology implementation, and process improvements.

7. Planning and Strategy:

o Developing and regularly updating a strategic roadmap for the collections department.

o Defining short-term and long-term goals and priorities.

8. Working with Analysts and IT:

o Assigning and managing tasks for BI and IT teams.

o Participating in the design and implementation of automation solutions.

9. Reporting and Communication with Management:

o Preparing performance reports and presenting them to senior management.

o Sharing insights and proposing process improvements.

Requirements:

Education: Bachelor’s degree in management, Business Administration, Economics, Math or a related field.

Work Experience: 4–6 years in debt collection or customer-facing roles in banks, microfinance, or fintech companies.

Technology Knowledge: Experience with collection platforms, CRM systems, and dialer technologies.

Managerial Experience: Experience leading a team of 3 or more people.

Team Management Skills: Solid understanding of employee motivation and team leadership.

Language Skills: Proficiency in spoken and written English (С1-С2 level).

Technical Skills: Proficiency in MS Excel and PowerPoint; (knowledge of SQL is an advantage).

To Apply Share Your Resume At yogesh.rathore@bridgexcel.com with the subject line “Resume for Collection Head”. You can also drop your updated resume on 9871329791

Job Type: Full-time

Pay: ₹2,200,000.00 - ₹2,400,000.00 per year

Schedule:

• Day shift

Work Location: In person