Lendenclub·3 months ago
3 months ago
Manager (M3) - Collection (Inhouse Tele calling & Dialler Management)
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About this role
About VARTIS Platforms (Formerly known as LenDenClub Techserve Pvt. Ltd.)
At VARTIS Platforms, we are a corporate group on a mission to democratize credit access and empower millions of people through cutting-edge technology. We focus on building trust and convenience, leveraging AI to drive the information revolution for smarter risk management and operational efficiency. VARTIS Platforms is profitable, rapidly scaling, and industry-recognised. Our impact has been acknowledged with top honours, including being awarded as the Best Fintech Provider by Financial Express, a testament to our product excellence, customer experience, and leadership in regulated financial technology.
Our portfolio includes:
LenDenClub: An RBI-licensed P2P marketplace that connects borrowers with lenders in a seamless digital ecosystem.
InstaMoney: Instant digital loans that enable quick, secure, and accessible financial support.
NiveshGold: India’s next-gen digital vault for wealth preservation, starting with 100% pure, insured 24K digital gold.
UdharSaathi: A structured working capital platform built exclusively for QR active kirana stores, pharmacies, and small retailers.
About Role
Own and run our in-house collections call centre end to end — the dialer, the telecalling team, and day-to-day floor performance — so that call productivity, connect rates, and resolution keep pace with a fast-growing, digital-first loan book.
Key Responsibilities
- Manage the in-house telecalling floor for collections — hiring, training, shift/roster planning, and day-to-day floor supervision.
- Own dialer configuration and performance — campaign setup, call allocation logic, pacing/predictive dialing, and connect-rate optimization.
- Track and improve core call centre KPIs — connect rate, right-party contact, calls per agent, resolution rate, and cost per call.
- Partner with collections strategy/analytics to translate bucket-wise treatment plans into dialer campaigns and calling priorities.
- Monitor call quality and agent performance — QA scoring, coaching, incentive structures, and floor discipline.
- Ensure calling practices stay within RBI/NPCI-aligned collection conduct and call-time regulations.
- Report daily/weekly floor performance to collections leadership and flag issues before they affect resolution numbers.
Must-Haves
- 5+ years managing an in-house collections dialer/telecalling team — this is a floor-management and dialer-ownership role, not a strategy-only position.
- Hands-on experience with a predictive/auto dialer platform and campaign configuration.
- Track record of hiring, training and running a telecalling team of meaningful size (20+ seats).
- Comfortable working with data — reading connect/resolution reports and adjusting calling strategy accordingly.
Good to Have
- Experience in digital lending/NBFC collections specifically, rather than only BPO/telecom/other domains.
- Exposure to WhatsApp/IVR/bot-based calling channels alongside traditional dialer-based calling.
Company
Lendenclub
Mumbai, India
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