Associate Manager-Debt Management (Call Center)

Original job posting

The Associate Manager is responsible for overseeing call center collection activities and designing strategies to minimize losses. They will manage field agencies, handle customer escalations, and drive digital initiatives to improve process efficiency.

Job details

Job Requirements About the Role The Associate Call Center Manager is responsible for organizing, directing, and overseeing the activities of the Call Center Collections Department. This role focuses on optimizing processes and MIS efficiency while ensuring adherence to bank guidelines. The role requires close collaboration with collection managers and the legal team to initiate legal actions against delinquent customers and resolve complex issues, contributing to the bank’s broader objectives. Key Responsibilities Primary Responsibilities Design strategies to minimize losses by effectively recovering debt through call centers based on customer track records. Responsible for managing field agencies to support doorstep collection operations. Develop campaigns aligned with the overall collection strategy to ensure maximum recovery. Handle customer escalations and offer various payment modes to reduce bounce rates. Support initiatives to reduce fraud risk and maintain dashboards to monitor productivity. Utilize automation tools and drive digital initiatives to enhance process efficiency. Conduct detailed analysis of delinquencies and recommend changes to the product team. Secondary Responsibilities Recommend process changes to improve service efficiency and quality. Suggest improvements to processes and policies across Retail Banking to drive operational efficiency and high-quality customer service. What We Are Looking For Education Graduate – Any discipline. Postgraduate – Any discipline Experience Minimum 0-2 years of experience in collections Skills and Attributes Strong understanding of collection processes and legal guidelines. Ability to manage escalations and provide customer-centric solutions. Proficiency in MIS and dashboard monitoring. Analytical skills to assess delinquencies and recommend improvements. Capability to drive automation and digital initiatives.

What you’ll do

The Associate Manager is responsible for overseeing call center collection activities and designing strategies to minimize losses. They will manage field agencies, handle customer escalations, and drive digital initiatives to improve process efficiency.

Requirements

Candidates must hold a graduate or postgraduate degree in any discipline with 0-2 years of experience in collections. Strong proficiency in MIS, dashboard monitoring, and an understanding of legal collection guidelines are required.

Listed skills

• Collections · Preferred
• Process Optimization · Preferred
• MIS · Preferred
• Debt management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Debt management
• Collections
• Call center management
• MIS
• Dashboard monitoring
• Legal guidelines
• Customer escalation handling
• Analytical skills
• Automation
• Digital initiatives
• Retail banking
• Process optimization
• Strategy development
• Fraud risk management
• Collection Processes
• Operational Efficiency
• Analytical Skills
• Dashboard
• Management Information Systems
• Call Center Experience
• Customer Service
• Retail Banking
• Design Strategies
• Operations

Job areas

• Finance & Accounting
• Management & Leadership
• Customer Service & Support
• Legal
• Debt Manager
• Call Center Manager
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers