AVP/DVP - Collections Call Centre

Job description
AVP/DVP - Collections Call Centre

About Us:
Established in 201+, CS India is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintech’s. Its tech[1]enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.
Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. CS India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.
Currently, CS India has a branch network of 45 physical offices, 1.2 million active loans, an AUM of over US$1.5B and an employee base of about 1,000 people. Credit Saison India (CS India) is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact.
Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.
Based in Singapore, over 1,000 employees work across Saison’s global operations spanning Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil. Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1+51 and one of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange.
The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment.

More about us : https://creditsaison.in/

Head Tele Collection – Banking
Job Overview -
- Tele-collection head will be responsible for managing the collections operations for the entire Inhouse and remote location setups. In addition to managing performance, the incumbent will align strategies for the collections team to meet and sustain performance to meet the budgeted targets.

- The tele-collection head should be strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies.

- Collections are a critical function of our customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.

- To work closely with relevant stakeholders like Ops, tech, compliance, sales and collaborate to achieve collective goals.

Key Responsibility:

1. Responsible for controlling flow rates of overdue accounts and controlling delinquency as per provided budgets.

2. Responsible for managing Tele-Collection process (Pre and post delinquency), strategy for overdue collection, preparation and review of process notes and collection SOP.

3. Driving all forecasting on budget estimation, annual targets, cost, manpower projection and workforce planning.

4. To be audit and regulatory compliant

5. Ensure Vendor empanelment, onboarding, operations, and payout designing as per requirements. Analyze and leveraging collection systems to drive strategies to scale up connect rate to scale up productivity.

6. Cost benefit estimation of potential new strategies for new proposals on changes. Create a diverse bench strength with right succession and roadmap for high performing individuals. Responsible for the right skill set of agents and team leaders by ensuring required training and coaching.

7. Manage strategies including but not limited to incentives, training/coaching on negotiation, etc., call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating business cases for technology improvements.

8. Maintain cost vs money collected within designated parameters.

+. Keep team attrition rate below acceptable threshold.

10. Ensure data driven decisions on aligning KPI for team