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Key Responsibilities: 1. Agency Management Identify, onboard, and manage third-party collection agencies. Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise). Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms. Resolve escalations and disputes involving external collection partners. 2. Calling Team Supervision Lead, mentor, and manage the in-house collections call centre team. Implement dialler strategies, call scripts, and training modules for improved efficiency. Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND, etc.). Manage manpower planning, hiring, and retention for the calling team. 3. Strategy & Execution Design and implement end-to-end collection strategies for early- and late-stage buckets (e.g., soft, hard, write-off). Analyse collection trends and data to drive recovery strategies and optimize resource allocation. Coordinate with product, credit, and legal teams for account resolution strategies. 4. Compliance & Reporting Ensure adherence to regulatory and internal compliance requirements. Maintain accurate MIS and dashboards to track collection performance, agency metrics, and team KPIs. Prepare and present periodic reports to leadership on portfolio health, collection efficiency, and recovery forecasts. Required Qualifications: Graduate/Post-Graduate in Business, Finance, or related field. Proven experience in collections management, preferably in NBFCs/Banks/Fintech. Strong understanding of delinquency management, risk controls, and regulatory compliance. Experience working with collection agencies and tele-calling operations. Proficiency in MIS, analytics, and collection tools (diallers, CRM). Excellent leadership, negotiation, and communication skills. High ownership mindset and ability to work under pressure. Strong ethical foundation and customer empathy. Tech-savvy with familiarity in digital collections and automation tools.