team lead - collections
bengaluru
business – soft collections /
full time /
On-site
what is CRED?
CRED is an exclusive community for India’s most trustworthy and creditworthy individuals, where the members are rewarded for good financial behavior.
CRED was born out of a need to bring back the focus on a long-lost virtue, one of trust, the idea being to create a community centered around this virtue. a community that constantly strives to become more virtuous in this regard till they finally scale their behavior to create a utopia where being trustworthy is the norm and not the exception.
to build a community like this requires a community of its own; a community special in its own way, working towards making this vision come true.
here’s a thought experiment: what do you get when you put a group of incredibly passionate and driven people and entrust them with the complete freedom to chase down their goals in a completely uninhibited manner? answer: you get something close to what we have at CRED; CRED just has it better. here’s what will be in store for you at CRED once you join the team.
what you will do:
- strategy planning & execution:
- develop and implement new & effective collection strategies for early stage delinquent users while keeping in mind the quality and CSAT impacts
- work with risk and front-end collection team for implementation of better calling campaigns duly aligned with the organization goals and compliance benchmarks
- own and create dial out strategies, floor mobility strategies and prioritization frameworks based on portfolio segments
- manage cost of collections in a tight budget to ensure the P&L becomes profitable
- examine strategic performance, spot emerging business & product opportunities, identify business threats/blockers, look for novel strategic solutions, and develop creative action plans
- be aware of what is happening on competition space and collection ecosystem and keep adding new ideas to improve collection efficiency
- team management:
- ensure to have a highly customer centric collection team who regularly achieve their collection targets and KPIs
- develop and execute operations plan for the tele-calling sites
- take initiatives to innovate tele-calling structures with an intent to create a sharply focused state of the art framework
- provide and facilitate relevant development models for team members which would be essential to deliver as per expectation
- frequent performance reviews and monitoring of team members
- has managed big teams -50-60 size; 100 would be preferred.
- process management & reporting:
- end to end process management encompassing all aspects of compliance, quality & training.
- generate, analyze & share regular reports on team performance, collection intensity and outcomes including but not restricted to market trend analysis and reports
- present derived insights and recommendations for ongoing improvement
you should apply if you have:
- possess minimum 3-4 years of tele-calling collection experience in financial services
- possess at least 1 year of experience in fintech collection space
- hold the required knowledge and flare to work with new technology solutions and ability to get deep into problem solving of critical concern
- possess exceptional analytical, problem solving and research skills and resource knowledge
- have the ability to manage large teams with approach to coaching and training your team members
- have a clear eye to see the bigger picture in mind and have the decisiveness to affect the long-term viability of the product
