Required Skills

Collection Management Call Center Management Call Center Operations Debt Purchase Collections Strategy CMS Outsourcing Tele Collections Soft Collections CMS Early Bucket Calling

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 22nd Nov 2022


Location: Hyderabad (India)

FLOW is a pioneer in providing integrated world-class Credit Management Services (CMS) in Southeast Asia. Focused on the $40 bln growth opportunity in non-performing consumer loans, Flow delivers maximum CMS efficiency for its clients through an integrated product offering, which includes CMS Outsourcing, Debt Purchasing, and Software-As-A-Service. Flow ensures that every debt solution reaches an optimal outcome for debtor as well as creditor, and operates on a world-class Code of Ethics, backed by a stringent set of operational risk control processes. Headquartered in Singapore, the Company is active in Vietnam, Indonesia, and India.

This role of Head of Collections Call center / Head of Soft Collections requires to successfully implement best call center practices and procedures aligned with our Global entity's Collections standards. This role would require driving all strategies for effective banking collections service delivery.

Reporting to the Global Head - CMS, this role must support & deliver in all aspects of collections operations and efficient service delivery through our Call Centers.


  • Maintain high level of performance for key collections service metrics including Service level, abandon ratio and call answer rate.
  • Analyze and track team's performance against define metrics and drive continuous process improvement to improve overall efficiency of collections teams.
  • Optimizing call-center productivity, achieving quality standards, and minimizing the cost.
  • Coordinating with internal teams for speedy closure of escalated cases.
  • To ensure the teams follow companies policies and collection processes, disciplinary, execution when needed.
  • Lead and development and motivate the collections team to attract, retain and develop the capacity, capability, and talent to ensure delivery of business objectives.


Desired Candidate Profile: Strong People & Process oriented in Collections Call center management with experience in banks, NBFCs or fintech companies.

  • Proven Experience of Banking Collections Management through Call center / Contact center is a MUST
  • Graduation/PG (in Management) or MBA is preferred.
  • Strong leadership skills
  • Advanced motivating and inspiring people management
  • In-depth understanding of call center performance parameters and their drivers
  • Ownership and proactive approach


Interested can upload relevant profile in


or Mail to

Company Information