Regional Debt Manager-Call Centre

Job Requirements

About the Role

The Regional Debt Manager – Call Centre is responsible for minimizing losses to the bank by maximizing the recovery of debts owed. This role involves designing effective strategies, managing call center operations, and collaborating with internal and external stakeholders. The role holder will work closely with Business Heads, Finance, HR, and Collection Heads to implement optimal plans for minimizing losses across Retail and Rural products. This position has a direct impact on the bank’s financial planning and profitability.

Key Responsibilities

Primary Responsibilities

• Design strategies to minimize losses by effectively recovering debt through call centers based on customer track records.
• Develop campaigns aligned with the overall collection strategy to ensure maximum recovery.
• Responsible for managing field agencies to support doorstep collection operations.
• Guide and manage team of Debt Managers
• Handle customer escalations and offer various payment modes to reduce bounce rates.
• Collaborate with external vendor agencies by onboarding and training them for optimal recovery.
• Drive initiatives to reduce fraud risk and maintain dashboards to monitor productivity.
• Utilize automation and digital tools to enhance process efficiency.
• Analyze delinquencies and recommend changes to product teams.
• Ensure compliance with internal policies and regulatory frameworks.
• Work with the Head of Collections to reduce net credit loss and delinquency metrics.
• Train off-roll manpower to ensure optimal performance.
• Accountable for managing and minimizing employee attrition through proactive engagement and retention strategies.
  
  

Secondary Responsibilities

• Recommend process changes to improve service efficiency and quality across the assigned region.
• Suggest improvements to processes and policies within Retail Banking to enhance operational efficiency and customer service.
• Leverage internal synergies through collaboration with stakeholders.
• Attract and retain top talent for key roles within the reporting structure.
  
  

What We Are Looking For

Education

• Graduate – Any discipline
• Postgraduate – MBA
  
  

Experience

• Minimum of 6 years of experience in collections.
  
  

Skills and Attributes

• Strong strategic thinking and analytical skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in managing call center operations and vendor relationships.
• Ability to drive compliance and regulatory adherence.
• Leadership skills to manage and develop teams effectively.