Manager

Role Overview

The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership.

Key Responsibilities

1. Bucket & Portfolio Management ● Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments) ● Improve resolution rates in both early and late buckets ● Focus on non-starter and delinquent accounts to prevent roll-forward ● Drive collection efficiency and overall portfolio health ● Monitor daily performance and ensure adherence to CAPE norms

2. Tele-Collections Management

● Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies ● Design and optimize calling patterns based on customer risk profiling ● Improve dialer efficiency, call connect rates, and campaign performance ● Maximize early-stage resolutions to prevent migration to hard buckets

3. Field Collections & Risk Control

● Ensure strong field discipline (app usage, visit tracking, audit trails) ● Drive legal escalation for critical/high-risk cases ● Conduct audits to identify and mitigate portfolio risks ● Maintain strong governance and control mechanisms

4. Team Leadership & Vendor Management

● Lead large teams including Collection Managers, Team Leaders, and Executives ● Manage third-party/vendor collection agencies ● Allocate portfolios and set bucket-wise targets ● Conduct daily huddles, reviews, and performance tracking ● Coach teams on negotiation, objection handling, and resolution strategies

5. Target Achievement & Performance Delivery

● Drive monthly collection targets and improve resolution ratios ● Enhance PTP (Promise to Pay) conversion and kept rates ● Focus on First-Time Delinquent (FTD) customers to reduce future NPAs ● Ensure productivity metrics such as calls, RPC (Right Party Contact), and CE% are met

6. Compliance & Governance

● Ensure strict adherence to RBI guidelines and regulatory standards ● Handle escalations and customer grievances effectively ● Maintain ethical and compliant recovery practices ● Support internal and external audit requirements

7. MIS, Analytics & Reporting

● Track and analyze KPIs: CE%, RPC, PTP, dialer metrics, and resolution ratios ● Manage large portfolio data and generate actionable insights ● Identify gaps in collection strategies and recommend improvements ● Present performance reports and insights to senior management.

8. Key Skills & Competencies

● Strong expertise in collections strategy (early & late buckets) ● Proven leadership experience managing large teams and vendors ● Analytical mindset with strong MIS and reporting skills ● Knowledge of RBI regulations and compliance frameworks ● Excellent communication, negotiation, and problem-solving skills

● Ability to drive performance in high-pressure, target-driven environments