As part of strengthening early-stage recovery effectiveness and improving roll-rate control, the bank operates a dedicated Tele-Calling unit within the Collections & Recovery vertical. The Head of Tele-Calling is responsible for driving disciplined, data-led, and compliant customer engagement across pre-delinquency, early delinquency, and soft recovery stages.

The role responsible for end-to-end management of the Tele-Calling function, with accountability for:

• Early delinquency cure rates and roll-rate control
• Call-based recovery effectiveness across Retail and Business portfolios
• Customer contact strategy, segmentation, and engagement discipline
• Compliance, conduct, and customer treatment standards
• Productivity, analytics, and performance governance of calling teams

The Head of Tele-Calling anchors the front line of recovery, ensuring that delinquency is addressed early, efficiently, and consistently before value erosion accelerates.

Tele-Collections Strategy & Operating Model

• Define and institutionalize the Bank's tele-calling strategy across:
• Pre-due reminders
• Early delinquency (0–30 / 31–60 DPD)
• Soft recovery for Retail and Business Banking
• Establish portfolio segmentation and call strategies by:
• Product type
• Risk band / behavioral profile
• DPD bucket
• Ensure seamless handover to Field Collections or Legal where required

Call Effectiveness & Recovery Performance

• Drive cure rates, payment conversion, and promise-to-pay fulfilment
• Monitor and improve roll-rates into higher delinquency buckets
• Optimize calling cadence, scripts, and negotiation approaches
• Ensure disciplined follow-up and resolution tracking

Governance, Conduct & Compliance

• Ensure full compliance with:
• Internal collections policy
• Regulatory and consumer protection requirements
• Fair treatment and conduct standards
• Establish call monitoring, quality assurance, and escalation controls
• Act as first-line owner for conduct and reputational risk arising from tele-collections

Analytics, MIS & Early Warning Integration

• Define and track core tele-collections KPIs:
• Cure rate and recovery efficiency
• Roll-rate progression
• Contactability and right-party contact ratios
• Promise-to-pay kept vs broken
• Partner with Credit Risk and Analytics teams to:
• Integrate early warning indicators
• Refine customer segmentation and call prioritization

Team Leadership & Productivity Management

• Build and manage a high-productivity tele-calling team
• Define clear targets, scorecards, and incentive alignment
• Drive training on negotiation, compliance, and customer handling
• Maintain discipline on attendance, talk-time quality, and resolution outcomes

• 10–15 years of experience in:
• Tele-collections or early-stage recovery
• Retail and Business Banking portfolios
• Strong understanding of:
• Delinquency behavior and roll-rate drivers
• Customer engagement and negotiation techniques
• Collections conduct and compliance standards
• Proven experience managing large calling teams