Lead - Lender Alliances & Contact Center Operations

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. 

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

We are looking for a dynamic, result-oriented Lead – Partnerships & Contact Center Operations. In this role, Candidate will spearhead our internal and external partner contact centers executing Tele-calling for both Sales and Collections across all delinquency buckets.

A critical focus of this role will be managing our High DPD portfolio, where Candidate will design strategies for customers proactively seeking to improve their credit/CIBIL scores. Candidate will also be the driving force behind onboarding new lending partners and external tele-calling vendors to seamlessly scale our operations.

Oversee daily operations of partner contact centers (inbound/outbound) for sales conversion and debt collections across early to late-stage and Recovery buckets.

Drive key performance metrics including Resolution & Recovery Rates, Cost of Collections, Call Quality, SLA adherence, and Conversion Rates.

Design and execute tailored scripts and calling strategies for the High DPD segment, shifting the conversation from "hard recovery" to "credit health enablement".

Vendor Management: Identify, evaluate, and onboard specialized tele-calling vendors to scale execution. Manage vendor partners, performance audits, and capacity planning.

Lender Onboarding: Collaborate with risk, product, and business teams to onboard new FinTech/NBFC/Bank lenders onto the PhonePe platform, aligning collection capabilities with lender policies.

Ensure 100% adherence to RBI guidelines, Fair Practices Code (FPC), and data privacy regulations across all partner touchpoints.

Implement strict monitoring frameworks to prevent customer harassment, unauthorized data exposure, or non-compliant calling practices.

Conduct regular process audits and implement corrective action plans for out-of-compliance events.

Act as the primary bridge between PhonePe’s internal leadership, external vendor partners, and lending institutions.

Present portfolio health updates, operational bottlenecks, and strategic recovery roadmaps to senior management.

• Experience: 5+ years of robust experience in managing large-scale contact center operations (Sales/Collections), preferably within FinTech, NBFCs, Banks, or top-tier telecom setups.
• Domain Expertise: Deep understanding of collection buckets, credit bureau dynamics (CIBIL scoring, settlement vs. closure impact), and customer psychology in financial distress.
• Compliance Knowledge: Thorough understanding of regulatory frameworks governing tele-calling and collections in India (RBI guidelines, TRAI regulations).
• Vendor & Partner Management: Proven track record of negotiating with, onboarding, and auditing external vendors.
• Communication: Exceptional verbal and written communication skills with the ability to influence cross-functional teams and external partners.
• Analytical Skills: Data-driven mindset; proficient in Excel and other tools to analyze KPIs and portfolio trends is a major plus.

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