soft collections manager - bangalore

lending business – lending /
full time /
what is CRED?

CRED is an exclusive community for India’s most trustworthy and creditworthy individuals, where the members are rewarded for good financial behaviour. 

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 behaviour 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 us.

what will you do?

    • develop and execute vendor network and execution framework for CRED early stage collection
    • 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 organisation goals and compliance benchmarks
    • own and create dialler strategies, floor mobility strategies and prioritisation 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
    • standardise & bring uniformity in the dialler strategy for all the centers along with new strategies for operational excellence
    • 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
    • provide and support end to end designing and implementation of capacity planning model along with a proper hiring planner & end to end process management encompassing all aspects of compliance, quality & training
    • generate, analyse & 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
    • provide and support end to end invoice management for all the tele calling vendors

you should apply if you:

    • possess at least 5 years of tele-calling collection experience in financial services industry with a specialized focus on fintech collections space for a duration of atleast 2 years
    • hold the required knowledge and flare to work with new technology solutions and ability to get deep into problem solving of any critical concerns
    • possess exceptional analytical, problem solving and research skills and resource knowledge
    • have the ability to manage large teams with an 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
    • are comfortable with ambiguity, able to navigate fuzziness to arrive at efficient solutions
how is life at CRED? 

working at CRED would instantly make you realise one thing: you are working with the best talent around you. not just in the role, you occupy, but everywhere you go. talk to someone around you; most likely you will be talking to a singer, standup comic, artist, writer, athlete, maybe a magician. at CRED people always have talent up their sleeves. with the right company, even conversations can be rejuvenating. at CRED, we guarantee good company. 

hard truths: pushing oneself comes with the role. and we realise pushing oneself is hard work. this is why CRED is in the continuous process of building an environment that helps the team rejuvenate itself: included but not limited to a stacked, in-house pantry, with lunch and dinner provided for all the team members, paid sick leaves and comprehensive health insurance. 

to make things smoother and to make sure you spend time and energy only on the most important things,  CRED strives to make every process transparent: there are no work timings because we do not believe in archaic methods of calculating productivity, your work should speak for you. there are no job designations because you will be expected to hold down roles that cannot be described in one word.

there are many more such eccentricities that make CRED what it is but that’s for one to discover. if you feel at home reading this, get in touch