01Overview
Reporting To
Regional Collection Head / National Collection Head
Job Purpose
The Collection Manager is responsible for driving the overall collections strategy to ensure timely recovery of overdue accounts while maintaining regulatory compliance and customer satisfaction. The role involves managing field and tele-calling collection teams, monitoring performance, improving collection efficiency, minimizing delinquency, and achieving recovery targets through effective leadership and operational excellence.
Key Responsibilities
1. Collections Strategy
- Develop and implement collection strategies aligned with the organization's business objectives and regulatory requirements.
- Continuously review collection performance and refine recovery approaches for early, soft, and hard bucket collections.
- Optimize recovery through a combination of field collections, outbound calling, digital collections, and settlement strategies.
- Analyze portfolio trends and implement corrective action plans to reduce delinquency.
2. Team Leadership & People Management
- Lead, mentor, and supervise Collection Coordinators and Feet-on-Street (FOS) Collection Executives.
- Conduct regular training sessions to improve negotiation, recovery techniques, legal awareness, and customer handling skills.
- Monitor team productivity, attendance, discipline, and adherence to collection processes.
- Foster a high-performance culture through coaching and continuous feedback.
3. Performance Management
- Set monthly, quarterly, and annual collection targets for the team.
- Monitor daily collection performance through dashboards and MIS.
- Implement performance review mechanisms and incentive programs to maximize recovery efficiency.
- Ensure achievement of collection KPIs, including resolution rates, roll-back percentages, recovery percentages, and collection efficiency.
4. Quality Assurance & Compliance
- Ensure all collection activities comply with RBI guidelines, company policies, and applicable .
