Project Lead - Telecollections

Bharat Financial Inclusion Limited (100% subsidiary of IndusInd Bank Ltd.) · India

Role Summary

Lead the tele-calling team of 25 Tele callers and supervisors (TL) with focused exclusively on 90+ DPD accounts, driving resolution and recovery on high-risk delinquent portfolio through structured calling strategies while ensuring compliance with fair practice norms.

Roles and responsibilities:

• Manage daily operations of the tele-calling team dedicated to 90+ DPD accounts, driving PTP generation and actual collection/resolution

• Design and refine call scripts and negotiation approaches specific to hardcore delinquency — settlement discussions, restructuring options, and legal-consequence communication (within compliance)

• Monitor key metrics: PTP conversion%, PTP kept ratio, calls per agent per day

• Identify and flag hardship, willful default, and fraud-suspect cases; route to appropriate teams (legal/field) per policy

• Conduct call audits to ensure adherence to RBI/MFIN fair practices code — especially around call timing, tone, and no-harassment norms critical at this delinquency stage

• Coordinate closely with field collection agents/agencies for accounts requiring in-person visits

• Track and manage settlement/OTS (One Time Settlement) approvals workflow with agent-wise lead tracking

• Drive agent motivation through contests and incentive structures tailored to high-difficulty bucket

• Train agents on handling hostile/evasive customers, objection handling, and de-escalation for this high-stress bucket

• Prepare MIS/dashboards for senior management: agent-wise performance, bucket movement trends, PTP funnel analysis, and closure TAT

• Ensure accurate CRM/dialer logging — disposition codes, PTP dates, remarks — for audit trail and legal recourse readiness

• Handle high-severity escalations and disputes from this delinquency segment

Education & Skill required:

• MBA
• Strong grasp of NPA classification, OTS/settlement processes, and MFIN/RBI fair practices code
• Experience managing tele-calling teams under high-pressure recovery targets
• Proficient in Excel/MIS (SUMIFS, XLOOKUP, TAT/bucket analysis)
• Strong negotiation, coaching, and crisis-handling skills
• Familiarity with dialer/CRM systems and legal escalation workflows