Head Collections Call Centre Nbfc Mumbai (India)

Job Description: Head - Call Centre (Unsecured Portfolio)

Role Purpose:Lead and manage end-to-end call centre (Bucket -X) operations for unsecured lending products, driving collections performance, customer experience, operational efficiency, and regulatory compliance.

Key Responsibilities:Drive collections in Bkt X bucket and achieve resolution targets.Manage outbound call centre operations, productivity, and service levels.Develop customer contact and collections strategies using data and analytics.Lead, coach, and develop team managers, supervisors, and agents.Monitor key metrics including collection efficiency, RPC, PTP, cure rates, and agent productivity.Ensure compliance with RBI guidelines, internal policies, and fair collection practices.Manage outsourced call centre partners and collection vendors.Drive process automation, digital collections, and continuous improvement Profile:Graduate; MBA preferred.15+ years of experience in collections/contact centre operations within NBFC, Banking, or Fintech.Solid expertise in unsecured lending products such as Personal Loans, Credit Cards, Consumer Finance, and Business Loans.Proven leadership, stakeholder management, analytical, and people management skills.Key Success Measures:Collection EfficiencyRoll Forward ReductionCure Rate ImprovementPTP Conversion & Kept RateAgent ProductivityCompliance & Quality ScoresCost-to-Collect Optimization .