Assistant Collections Manager - Credit Card Collections

About the Role

Teleperformance Global Business Private Limited is recruiting an Assistant Manager for Credit Card Collections based in Hyderabad or Chennai (Ambattur) with rotational shifts operating 24/7. The position requires a graduate candidate with over 10 years of experience in banking credit card collections and managing teams. The role focuses on leading collections operations within a BPO banking process, ensuring effective strategies, compliance, and performance management.

Key Responsibilities

• Oversee the entire credit card collections process for banking customers.
• Guide and support Team Leaders and collections personnel to meet recovery goals.
• Implement and refine collection strategies to enhance portfolio outcomes.
• Track and boost collection metrics such as recovery percentages, roll rates, PTP conversion, and productivity.
• Manage dialer technologies and optimize calling techniques to maximize efficiency.
• Conduct analysis of collection trends to identify improvement opportunities.
• Ensure adherence to banking regulations, compliance standards, and internal policies.
• Regularly audit team activities and provide coaching to improve performance.
• Generate MIS reports, dashboards, and present business reviews to management.
• Address escalations, customer grievances, and complex recovery challenges.
• Collaborate with stakeholders to enhance portfolio results and customer resolution processes.
• Promote employee engagement, retention, and a culture of high performance within the team.

Mandatory Qualifications and Skills

• Graduation is required.
• Possession of a valid Debt Recovery Agent (DRA) certification.
• At least 5 years experience in banking credit card collections.
• Proven expertise in leading teams of collection officers and managers.
• In-depth knowledge of collection KPIs including roll rates, recovery rate, PTP conversion, resolution rates, collection efficiency, productivity, and cure rates.
• Hands-on experience with predictive, progressive, and blended dialer systems.
• Strong skills in analysis, reporting, and managing stakeholder communications.
• Excellent communication and people management abilities.
• Availability to work in 24/7 rotational shifts and onsite at Hyderabad.

Preferred Expertise

• Proficient in managing collections operations effectively.
• Advanced MIS and Microsoft Excel capabilities.
• Ability to make data-driven decisions and manage performance metrics.
• Experienced with large-scale banking collection portfolios.
• Track record of driving operational efficiency in target-oriented environments.