Home Credit - Senior Manager - Zonal Tele Collection

Job Responsibilities:

- Responsible for Tele Collections performance at zonal level

- Implement & Monitor overall business strategy

- Drive various process targets to achieve business goals

- Responsible for pre-due collections and contracts till 90 DPD

- Ensure higher resolution and lower delinquency flowing to next bucket

- Provide feedback and recommendations to drive process improvement and cost efficiency

- Monitor and provide recommendations for calling and dialer strategy

- Ensure the center is appropriately rostered with shrinkage below specified threshold

- Ensure the center is aligned to departmental culture and methodology

- Liaison with support functions to improve team performance

- Deliver high customer experience with minimum complaints

- Provide timely communication regarding forecasting and planning of manpower and other infrastructure

- Ensure learning and development, career progression, employee engagement initiatives aimed at reducing attrition

- Align efforts to mentor and groom talent at levels below

- Drive performance management

- Conduct periodic performance reviews of direct reports and levels below through effective feedback.