Job Offer: Trainig Manager – KredSetu
Location: New Delhi, India
Job Responsibilities
· Build and continuously iterate the local collection training system in alignment with India’s business targets, delinquency bucket strategies, product features and RBI compliance requirements. The system shall cover new hire induction, on-the-job upskilling, targeted intensive training, compliance refresher training and management training.
· Develop and regularly update training materials, standard collection script library, objection handling handbook, repayment negotiation guide, compliance violation case library and SOPs for high-risk scenario response.
· Design differentiated training content corresponding to Bucket 0–5 delinquency stages, including reminder strategies, RPC improvement, PTP securing, PTP honouring, repayment conversion, complaint prevention and escalation handling.
· Lead the local collection trainer team, arrange training schedules, assign training tasks, and monitor training delivery quality, trainee engagement, exam pass rates and post-onboarding performance of new agents.
· Establish assessment criteria for new hire induction, mock call certification, script validation and compliance clearance. Ensure agents can only go live to handle cases after completing 100% compliance training and passing all assessments.
· Collaborate with Collection Managers, QA, Compliance and Operations teams to continuously refine training priorities based on call quality audit results, complaints, violation cases and business data.
· Conduct regular competency assessments for tenured collection staff, and formulate targeted improvement plans for teams suffering from low RPC, low PTP conversion, low recovery rates, high complaint ratios and elevated compliance risks.
· Drive implementation of the RBI Fair Practices Code, Digital Lending Guidelines, code of conduct for Recovery Agents, as well as customer privacy and data protection requirements within the collection team.
· Develop and maintain a training dashboard to track metrics including training coverage, exam pass rates, agent performance in the 7th/15th/30th day post go-live, QA scores, compliance scores and complaint ratios.
· Oversee the retention of training policies, training files, assessment records, acknowledgment forms and audit documentation to support internal audits, external audits and regulatory inspections.
Job Requirements
· Minimum 2 years of experience in collection training, team coaching or training management within Indian consumer finance, digital lending, NBFC, microcredit or retail banking credit.
· Candidates with hands-on experience as frontline collection agents, collection team leads, QA specialists or in Collection Operations are preferred.
· Familiar with local Indian collection regulatory requirements, including RBI rules governing Recovery Agents, Fair Practices Code, Digital Lending norms, customer complaint handling and outsourced service management.
· Well versed in Indian collection compliance boundaries: no harassment, threats or humiliation of customers; no unauthorised disclosure of customer information to third parties; no use of misleading identities or false promises.
· Understand collection logic for payday loans, short-term loans and personal loans, and capable of designing training on collection strategies tailored to different DPD stages.
· Strong data analytics capability to identify training gaps using metrics such as RPC, PTP, Keep Rate, Collection Efficiency, Roll Rate, Complaint Ratio and QA Score.
· Excellent presentation skills, classroom control, curriculum design and staff coaching capabilities; able to develop differentiated training programmes for new hires, tenured agents, low-performing staff and team supervisors.
· Strong cross-functional communication skills to coordinate with business, QA, Compliance, Product, HR and outsourced vendors to execute training initiatives.
· Working proficiency in English and Hindi; proficiency in one or more regional Indian languages such as Tamil, Telugu, Kannada, Marathi or Bengali is a plus.
· High level of compliance awareness and professional ethics, able to strike a balance between performance targets and customer protection.
Pay: ₹58,000.00 - ₹116,000.00 per month
Work Location: In person
