About the job
Roles and Responsibilities :-

The Cluster Manager is responsible for managing and overseeing the performance of a designated cluster within the Collections department. This role requires a strong understanding of collections processes, risk management, and team leadership to drive efficient debt recovery while ensuring customer satisfaction and compliance with all relevant regulations.

Drive overall performance for the Call center
Tracking key metrics on daily basis –Contact ability, PTPs, Conversions
Location review –state level, branch level, agent level
Execute strategic priorities for the Call center
Customer segmentation to drive contact ability and TF conversion
Campaign design and tracking on weekly basis
Incentive scheme design and roll out
Review and improve day to day operations
Initiatives to improve PTPs, contacts, conversions
On floor engagement, visibility and branding
Referral management
Increase customer satisfaction through timely customer complaint redress al

Candidate Profile Required :-

At least 14 Years of total experience with a minimum 8 years of relevant experience
Relevant Tell-Collections Experience in NBFC/Bank
MIS and Reporting Understanding, MS Office knowledge
General Management and Operations Management Skills
Strong People Management and Good communication skills