Assistant Operations Manager

Job Purpose:

To assist in managing day-to-day collection operations by supervising Team Leaders, ensuring timely recovery of overdue payments, maintaining compliance with regulatory guidelines, and supporting the overall objective of minimizing delinquency and improving recovery performance.

Key Responsibilities:

1. Team Support & Supervision

• Assist the Collection Manager in guiding, monitoring, and supporting the collection team.
• Ensure agents follow prescribed processes and maintain professional communication with customers.
• Help conduct training sessions, performance reviews, and daily team huddles.

2. Collection Operations

• Oversee tele-calling activities for overdue accounts across various buckets (soft, hard, and write-off).
• Ensure timely follow-up with delinquent customers and maximize recoveries.
• Track daily collection targets and performance of the team.

3. Compliance & Documentation

• Ensure the team adheres to RBI guidelines, company policies, and fair collection practices.
• Verify accuracy of collection data and assist in updating MIS reports.
• Prepare daily/weekly/monthly reports for management review.

4. Customer Coordination

• Handle escalated customer queries and disputes professionally.
• Explain repayment plans, settlement options, and consequences of default to customers.
• Support relationship management while ensuring recovery goals are achieved.

Qualifications & Experience:

• Graduate in any discipline (Postgraduate preferred).
• 25 years of experience in debt recovery/collections (NBFC/BFSI/outsourcing).
• Prior experience as a Asst. Manager or supervisory role is a must

Key Skills & Competencies:

• Strong communication and negotiation skills.
• Basic team-handling and leadership capabilities.
• Good knowledge of Excel, MIS reporting, and CRM tools.
• Problem-solving ability and understanding of recovery norms.
• Ability to handle escalations and difficult customer interactions.

Contact Person: (HR Team)

Shayan Azmi - [phone removed]