Role Purpose

The National Collection Manager will be responsible for leading and driving the field collections strategy for Bucket X and Bucket 1 portfolios across the country. The role requires managing a large field collection workforce, optimizing collection efficiency, reducing delinquency, improving roll-back performance, and ensuring regulatory compliance while managing an outstanding portfolio (POS) of approximately ₹1,000 Crores.

The incumbent will lead a team of around 120 collection professionals and oversee a network of collection agencies/vendors to deliver business objectives and portfolio health targets.

Key Responsibilities

Portfolio Management

- Manage and drive collections for Bucket X and Bucket 1 delinquent accounts across all regions.

- Own collection performance for a portfolio with an outstanding POS of approximately ₹1,000 Crores.

- Monitor delinquency trends, roll rates, collection efficiency, and recovery metrics.

- Develop and execute collection strategies to minimize forward flows and improve customer curing rates.

- Ensure achievement of monthly, quarterly, and annual collection targets.

Team Leadership & People Management

- Lead, mentor, and manage a team of approximately 120 field collection professionals through regional and zonal managers.

- Establish a high-performance culture with transparent KRAs and accountability.

- Drive productivity, engagement, and capability-building initiatives across teams.

- Recruit, train, and develop collection talent to strengthen the organizational pipeline.

- Conduct regular performance reviews and succession planning.

Vendor & Agency Management

- Identify, onboard, and develop new collection agencies/vendors across geographies.

- Establish performance scorecards and governance mechanisms for agency management.

- Monitor agency productivity,



compliance adherence, and cost efficiency.

- Drive vendor optimization and improve collection outcomes through strategic partnerships.

- Conduct regular reviews and audits of collection agencies.

Strategy & Process Improvement

- Design and implement field collection strategies to improve recovery rates.

- Leverage analytics and portfolio segmentation to enhance collection effectiveness.

- Drive process improvements, automation initiatives, and productivity enhancements.

- Collaborate with Risk, Operations, Credit, and Technology teams to strengthen collection processes.

- Recommend policy changes based on portfolio performance and market trends.

Compliance & Governance

- Ensure adherence to RBI guidelines, fair collection practices, and company policies.

- Maintain strong governance and control frameworks across field and agency operations.

- Monitor customer complaints and ensure timely resolution.

- Conduct regular compliance audits and training programs.

Stakeholder Management

- Work closely with senior leadership to provide portfolio insights and action plans.

- Collaborate with business, risk, operations, and finance teams to achieve organizational goals.

- Present collection performance reviews and strategic recommendations to management.

Key Performance Indicators (KPIs)

- Collection Efficiency (%)

- Rollback and Resolution Rates

- Delinquency Reduction

- Forward Flow Control

- Agency Productivity





- Cost-to-Collect

- Team Productivity Metrics

- Compliance & Audit Scores

- Portfolio Health Indicators

- Employee Retention and Engagement

Required Skills & Competencies

Functional Skills

- Collections Strategy & Execution

- Early Delinquency Management (Bucket X & Bucket 1)

- Field Collections Management

- Agency/Vendor Management

- Portfolio Analytics

- Recovery Operations

- MIS & Performance Monitoring

- Compliance & Regulatory Understanding

- Budget & Cost Management

Leadership Skills

- Large Team Management

- Performance Management

- People Development & Coaching

- Change Management

- Stakeholder Management

- Decision Making

- Conflict Resolution

- Strategic Thinking

Behavioral Competencies

- Strong Result Orientation

- High Ownership & Accountability

- Problem-Solving Mindset

- Execution Excellence

- Data-Driven Decision Making

- Negotiation & Influencing Skills

- Customer-Centric Approach

Qualifications

- Graduate in any discipline; MBA preferred.

- Certifications in Collections, Risk Management, or Financial Services will be an added advantage.

Experience

- 12–18+ years of experience in Collections within NBFC, Banking, Fintech, or Retail Lending.

- Proven experience managing large field collection teams (100+ employees).

- Strong track record of handling portfolios exceeding ₹500–1,000 Crores.

- Extensive experience in agency/vendor management and nationwide collection operations.

- Demonstrated success in improving collection efficiency and controlling delinquency.

Job Snapshot

Updated Date

24-06-2026

Job ID

JOB_2178

Department

Collections - Retail Finance

Location

Gurgaon, Gurgaon, Haryana, India

Experience

12 - 18 Years

Employee Type

Permanent

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