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Telecalling Manager

Job Description:

We are seeking a highly skilled and motivated Telecalling Manager to join our team at DPDzero. As a Telecalling Manager, you will play a crucial role in improving collection efficiency through effective telecalling strategies. Your responsibilities will include optimizing the central collection process, segmenting portfolios to maximize recoveries, monitoring team performance, mentoring the team, managing training needs, and coordinating with internal and external stakeholders to ensure smooth operations and improve collection processes. With your strong leadership skills, deep understanding of collection management, and ability to collaborate effectively, you will contribute to the success of DPDzero’s collection efforts.

Responsibilities:

  • Improve collection efficiency: Develop and implement effective telecalling strategies to improve collection efficiency and maximize recoveries.
  • Optimize central collection process: Streamline and optimize the central collection process to ensure optimal outputs without compromising collection efficiency.
  • Portfolio segmentation: Identify and segment portfolios to maximize recoveries and reduce costs with minimal efforts.
  • Performance tracking: Conduct daily and weekly reviews to monitor team performance against targets and identify areas for improvement.
  • Case allocation and target setting: Review case allocation and collection targets by bucket for collection agencies and in-house teams, ensuring adherence to legal guidelines.
  • Productivity management: Define productivity parameters for collection executives and ensure optimal productivity levels are maintained.
  • Team mentoring: Provide guidance and support to the team, resolving day-to-day collection challenges and fostering a positive and productive work environment.
  • Training and development: Identify and address training needs for collection executives, equipping them with the necessary skills and knowledge to excel in their roles.
  • Collection Management System adoption: Oversee the adoption of the Collection Management System within the team, ensuring seamless integration and utilization of the system.
  • Coordination with legal and risk teams: Collaborate with the legal team to ensure timely legal actions on required cases and share feedback with the risk team to enhance underwriting models.
  • Stakeholder coordination: Liaise with internal and external stakeholders, including product, operations, underwriting, analytics, and marketing teams, to identify opportunities and implement strategies to improve collections.

Requirements:

  • Prior experience in collection management or related roles, demonstrating a strong track record in improving collection efficiency and maximizing recoveries.
  • In-depth knowledge of collection processes and strategies, including portfolio segmentation, case allocation, and productivity management.
  • Strong leadership and mentoring skills, with the ability to guide and motivate a team to achieve targets.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
  • Analytical mindset and problem-solving skills, with the ability to identify trends, patterns, and areas for improvement in collection processes.
  • Familiarity with Collection Management Systems and other relevant tools and technologies.
  • Ability to adapt to a fast-paced, dynamic environment and drive results in a challenging and high-pressure setting.
  • Knowledge of legal and regulatory guidelines related to collections.
  • Bachelor’s degree in a relevant field is preferred.

About DPDzero

DPDzero builds the AI-first collections platform that lets lenders grow confidently while we take care of delinquency. We combine smart automation, a multilingual conversational voice agent, and disciplined field & telecalling execution to turn a difficult part of the lending lifecycle into measurable business impact. Our platform ties decisioning, outreach orchestration, and human-in-the-loop workflows into auditable, compliance-ready pipelines so partners can integrate us like core infrastructure.

We’re product-led and ops-backed: what you build here ships, scales, and changes real KPIs. That work isn’t just for engineers — account managers, operations specialists, compliance leads, and HR professionals all play a hands-on role in making experiments actionable and outcomes repeatable. At DPDzero you’ll collaborate across product, ML, and field teams to measure and improve things that matter (recovery rate, contact yield, compliance signals), not just ship features.

We’re backed by experienced investors and led by operators who have built India-scale fintech rails, so expect a high-ownership environment where impact is measured and rewarded. If you want a role where your day-to-day work directly moves company and partner outcomes — whether in product, sales, ops, or people — come help us expand credit access responsibly and at scale.