JOB in Senior Manager- Collections Compliance & Escalation Management in a reputed fintech company bharatpe

Name of the company	BharatPe
Company Profile	https://bharatpe.com
Employee Size	500-600
Job Title	Senior Manager- Collections Compliance & Escalation Management
Job Location	Gurgaon
No. Of Vacancies	4+
Salary Range	15-18 LPA
Experience	8+ years
Mode of Employment	Full-Time
Job Description	In this role, you have the opportunity to … Be a part of the team building the definitive financial services platform for the consumer community in India. Be responsible for developing & growing one of the first successful implementations of lending based on velocity-led underwriting in this part of the world. To straddle zero-to-one experiments and expanding the scope of proven projects as we focus on blitz scaling our revenue growth. Responsibilities will include … Functional Expertise Conduct training sessions across multiple functions and geographical areas Manage Customer Escalations related to Collections and conduct a proper Root Cause Analysis. Track closure of Nodal and RBI complaints in coordination with Lending Channel partners. Monitor and update training programs and training content to ensure that they are effective and up-to-date. Proactively stays updated with RBI lending and collection guidelines. Regular Audit of calls and other borrower communications Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development. Plan and execute training workshops and projects to monitor and groom poor performing team members /vendors. Ensure the delivery of formal and informal training via variety of methods include: Classroom, virtual classroom, webinar, huddle, e-learning coaching. Frequent monitoring of calls to ensure standard Call Quality. Monitor and review the calling scripts basis segment and bucket. Interaction Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development. Interact with customers to identify other improvement areas in policies and processes Problem solving Devise and establish quality procedures, standards and specifications for the Tele collections and field collection process. Define SOPs for Vendors and Call Centers for adherence to Quality parameters. Establish standard quality metrics and implement methods of consistent reporting. Ensure scientific root cause identification for recurring quality issues. Ensure minimal to zero escalations by conducting weekly Quality audits for Vendors and call centers.
To succeed in the role	Impact Creating training solutions for Field and Tele collections teams / agencies Challenges & Decisions Working in a highly fast paced, challenging & competitive landscape   Skills & know-how High degree of understanding of collections process and products Good understanding of Managing Customer grievance and identifying a mutually agreeable solution. Expert at usage of latest tools for creation of training modules Exposure of collection and recovery process Problem solving and decision-making skills Strategic and analytical thinking People Management skills
Qualification (other eligibility criteria)	Graduation
Timeline	45 days of notice period
When the Client wants a profile	Within 48 Hours
Interview Rounds	●       Round 1 - Resume shortlisting ●       Round 2 - HR Round ●       Round 3 - Technical round
Virtual Interview round or Face to Face.	Virtual + Walk-in (Based on candidate’s availability)

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