Job Description

Job RequirementsRole/ Job Title: Senior Strategy Manager Debt ManagementFunction/ Department: Debt ManagementJob Purpose:The Debt Management (DM) function has evolved to be highly analytics and data-driven, with a growing focus on enhancing customer contact strategies, agent productivity, and resolution rates through automation and N=1 strategiesThe increased emphasis on digitization and automation has positioned the Call Centre Strategy function as a critical driver of debt management efficiency, where continuous improvements in contact strategies, agent management, and customer segmentation are requiredThe Call Centre Strategy Manager supports decision-making for front-line collections operations by providing actionable insights across customer segmentation, dialler strategy, agent productivity models, and contact efficiency metrics. Macro and micro trends in customer behaviour, channel effectiveness, and operational performance are analysed to proactively drive better outcomes and timely interventionsRoles & Responsibilities:

• Structuring data-driven insights and reporting for agent effectiveness, customer Contactability, and call centre efficiency.
• Building and driving Call Centre Strategies (dialler strategies, right party contact strategies, agent outreach models) informed by performance metrics and KPIs.
• Monitoring and enhancing the Call Centre Debt Management Ecosystem [Customer connect rates, Agent performance, Dialler optimization].
• Driving initiatives to improve the right party contact rates, first call resolution rates, and agent productivity.
• Tracking dialler campaigns, customer segmentation performance, contact yield, and agent capacity/resource planning.
• Ensuring continuous feedback loops to refine dialling strategies and optimize resource allocation.
• Develop and manage dialler strategies to improve customer contact rates and call centre productivity.
• Design propensity-to-pay models for better prioritization of call outreach.
• Create differentiated treatment models xe2x80x94 differentiated intensity of dialling, timing of calls, agent assignment models.
• Identify and adopt predictive models for call timing, agent skill matching, and next best action for resolution.
• Implement agent scoring models to optimize field escalation strategies from call centre.
• Lead and manage specific call centre strategic projects to drive improvements in resolution, Contactability, and operational efficiency.
• Ensure adherence to regulatory guidelines for customer contact, data privacy, and call handling standards.
• Work closely with Product/Portfolio Risk Teams, BIU, and Vendor Managers to implement and fine-tune call centre operations aligned to business goals.
• Support key Call Centre initiatives including automation, capacity planning, and performance reporting.
• Hands on experience with data analytics tools like SAS or Python

Education Qualification:Graduation: BCA (Bachelor of Computer Applications) / BBA (Bachelor of Business Administration) / B.Com (Bachelor in Commerce) / B.Tech (Bachelor in Technology) / B.A. (Bachelor of Arts) / B.E. (Bachelor in Engineering) / B.Sc (Bachelor of Science).Post-graduation: MBA (Master of Business Administration) / PGDM (Post Graduate Diploma in Management) / MCA (Master of Computer Application) / M.E. (Master in Engineering) / M.Sc (Master of Science) / M.Tech (Master in Technology).Experience: Minimum 6+ years of relevant experience in Debt Management call centre strategy or Credit Risk Management.

IDFC FIRST Bank