Soft Bucket Collection Tele-Calling Floor Manager

Job Description

Key Responsibilities

1. Portfolio & Bucket Management

• Manage soft delinquency buckets (0–30, 31–60 DPD).
\n
• Drive roll-back performance and reduce roll-forward rates.
\n
• Monitor daily resolution and collection efficiency.
\n
• Strategize calling patterns based on customer risk profiling.
\n
• Ensure maximum resolution before accounts move to hard bucket.
\n

2. Team Leadership & Floor Management

\n
• Lead and supervise tele-collection Team leaders/executives.
\n
• Allocate portfolios and targets bucket-wise.
\n
• Conduct daily morning huddles and performance reviews.
\n
• Track individual productivity (Calls, RPC, PTP, Conversion).
\n
• Coach team members on negotiation and objection handling.
\n

3. Target Achievement

\n
• Ensure monthly collection targets are achieved.
\n
• Improve PTP kept rate and resolution ratio.
\n
• Optimize dialer strategy and call connect rates.
\n
• Focus on first-time delinquent (FTD) customers to avoid future NPA.
\n

4. Compliance & Quality Control

\n
• Ensure adherence to RBI collection guidelines and fair practices code.
\n
• Monitor call audits for compliance and quality.
\n
• Avoid customer harassment and ensure ethical recovery practices.
\n
• Handle escalations and customer grievances.
\n

5. MIS & Reporting

\n
• Prepare daily, weekly, and monthly bucket-wise MIS reports.
\n
• Track KPIs such as: Collection Efficiency (CE%) Roll-back % Roll-forward % PTP Conversion & Kept % RPC (Right Party Contact)
\n
• Share performance analysis with senior management.
\n

6. Process Improvement & Strategy

\n
• Identify gaps in early-stage collection strategy.
\n
• Suggest improvements in dialer campaigns.
\n
• Coordinate with Risk, Credit, and Field teams.
\n
• Implement preventive collection strategies for repeat delinquents.
\n

Required Skills

\n
• Strong leadership and team handling skills.
\n
• Knowledge of NBFC soft bucket collection process.
\n
• Good understanding of delinquency management.
\n
• Excellent negotiation and communication skills.
\n
• Strong analytical ability and Excel proficiency.
\n
• Understanding of RBI compliance norms.
\n

Qualifications

\n
• Graduate (MBA preferred).
\n
• 4–7 years of experience in NBFC/BFSI collections.
\n
• Minimum 2–3 years in soft bucket team handling role.
\n

Key KPIs

\n
• Soft Bucket Collection Efficiency %
\n
• Roll-back Improvement %
\n
• Roll-forward Control %
\n
• PTP Kept %
\n
• Team Productivity
\n
• Compliance Score