Senior Manager - Collections Compliance & Escalation - Call Center

Functional Expertise:

- Conduct training sessions across multiple functions and geographical areas

- Manage Customer Escalations related to Collections and conduct a proper Root Cause Analysis.

- Track closure of Nodal and RBI complaints in coordination with Lending Channel partners.

- Monitor and update training programs and training content to ensure that they are effective and up-to-date.

- Proactively stays updated with RBI lending and collection guidelines.

- Regular Audit of calls and other borrower communications

- Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.

- Plan and execute training workshops and projects to monitor and groom poor performing team members /vendors.

- Ensure the delivery of formal and informal training via variety of methods include: Classroom, virtual classroom, webinar, huddle, e-learning coaching.

- Frequent monitoring of calls to ensure standard Call Quality.

- Monitor and review the calling scripts basis segment and bucket.

Interaction:

- Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.

- Interact with customers to identify other improvement areas in policies and processes

- Problem solving

- Devise and establish quality procedures, standards and specifications for the Tele collections and field collection process.

- Define SOPs for Vendors and Call Centers for adherence to Quality parameters.

- Establish standard quality metrics and implement methods of consistent reporting.

- Ensure scientific root cause identification for recurring