Soft Bucket Collection Tele-Calling Floor Manager

Posting Date

13 February 2026

Department

Collections

Vertical

Collections

Expercience

4-7 Years

Location

KD Tower, Rajasthan, IN

No. of Post

2

Job Description

Key Responsibilities

1. Portfolio & Bucket Management

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

2. Team Leadership & Floor Management

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

3. Target Achievement

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

4. Compliance & Quality Control

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

5. MIS & Reporting

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

6. Process Improvement & Strategy

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

Required Skills

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

Qualifications

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

Key KPIs

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

Recruiter Name: Mahaveer Singh

Recruiter Email: caree