Manager - Telecollection

About PhonePe Group:

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Job Summary:

We are seeking a highly motivated and results-oriented Manager - Telecollection to lead our telecalling collection efforts for accounts falling under DPD 1 to Recovery. This role will be pivotal in optimizing our dialer strategy, driving collection efficiency, and ensuring the achievement of collection targets across various buckets, regions, campaigns, segments, and individual accounts. The ideal candidate will possess strong analytical skills, clear understanding of dialer functionalities and collection processes, and proven experience in managing and motivating telecalling teams.

Key Responsibilities:

• Dialer Management & Strategy:
• Develop and implement daily dialer input strategies to maximize connect rates and collection efficiency for all DPD buckets (1 to infinity).
• Continuously analyze dialer performance and make necessary adjustments to calling lists, pacing algorithms, and filtering criteria.
• Collaborate with relevant teams to optimize dialer configurations and ensure seamless integration with collection systems.
• Identify and implement best practices for dialer utilization to improve agent productivity and collection outcomes.
• Dialer Metrics Tracking & Analysis:
• Establish and monitor key dialer metrics such as connect rate, agent utilization, call duration, and conversion rates on a daily basis.
• Generate regular reports and dashboards to track dialer performance and identify areas for improvement.
• Analyze trends and patterns in dialer data to proactively address potential challenges and optimize calling strategies.
• Collection Metrics Management & Reporting:
• Oversee and manage collection performance metrics across different levels, including DPD buckets (1 to infinity), regions, campaigns, segments, and individual accounts.
• Develop and maintain comprehensive tracking mechanisms for key collection KPIs such as collection rate, recovery rate, roll rates, and cost of collection.
• Generate insightful reports and presentations on collection performance, highlighting key trends, variances, and actionable insights.
• Identify underperforming areas and collaborate with team leaders to implement effective strategies for improvement.
• Team Management & Performance:
• Provide guidance, coaching, and support to team leaders and telecallers to enhance their performance and achieve collection targets.
• Set clear performance expectations and monitor individual and team performance against defined goals.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Foster a positive and collaborative work environment that encourages high performance and engagement.
• Stakeholder Collaboration:
• Work closely with other departments such as the Centralized collection team, Business, Risk, and Technology to align collection strategies and processes.
• Communicate effectively with internal and external stakeholders regarding collection performance and initiatives.
• Participate in cross-functional projects aimed at improving overall collection efficiency and customer experience.
  

Qualifications & Experience:

• Bachelor's degree in any discipline.
• Minimum of 5 years of experience in telecollections, with a significant portion in managing dialer operations and collection metrics.
• Proven experience in managing collections across various delinquency buckets (DPD 1 onwards).
• Strong understanding of dialer functionalities, strategies, and best practices.
• Excellent analytical and problem-solving skills with the ability to interpret data and derive actionable insights.
• Proficiency in using MS Excel and other data analysis tools. Familiarity with collection management systems is preferred.
• Strong leadership and team management skills with the ability to motivate and develop team members.
• Excellent communication, interpersonal, and negotiation skills.
• Ability to work under pressure and meet tight deadlines in a fast-paced environment.
  
  

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
  
  

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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