Designation: Manager

Location: India Telangana Secunderabad - Mayfair Complex

Organization: Financial Services

Job Description:

Job Description: Area Collection Manager – Retail Unsecured (Flow Collections)

Location: Hyderabad
Role Type: Team Handling + Agency Management
Business Unit: Retail Unsecured Loans – Flow Collections (DPD 1–90)

Role Summary

The Area Collection Manager (ACM) – Retail Unsecured Flow Collections is responsible for managing early?stage delinquency (0–90 DPD) for unsecured loans in the Hyderabad region. The role includes managing a team of Collection Managers/Executives, supervising external collection agencies, ensuring high?quality field operations, and driving portfolio resolution while adhering to compliance and fair practices.

Key Responsibilities

1. Flow Collections Management

- Drive collections for retail unsecured flow buckets (0–90 DPD).
- Achieve monthly resolution, roll-back, and flow rate targets.
- Ensure prompt follow-ups, customer connects, field visits, and payment closures.
- Implement bucket-wise strategies to reduce delinquency and improve portfolio health.

2. Team Handling

- Lead and manage a team of Collection Managers / Field Executives.
- Track team productivity: calls, visits, promises-to-pay, and resolutions.
- Conduct daily and weekly review meetings to monitor bucket performance.
- Provide coaching on negotiation, skip tracing, objection handling, and customer engagements.

3. Agency Management

- Manage multiple collection agencies across Hyderabad.
- Allocate and monitor agency loads, performance, and resolution efficiency.
- Ensure agencies follow compliance,



RBI fair collection practices, and company code of conduct.
- Conduct agency audits, scorecards, and periodic performance evaluations.

4. Portfolio Analysis & Risk Control

- Analyze delinquency trends and identify high-risk accounts.
- Work with risk, credit, and analytics teams to address problem segments.
- Resolve escalated or sensitive accounts with tact and policy understanding.
- Control forward flows and improve roll-back rates.

5. Customer Interaction & Issue Resolution

- Handle escalations, disputes, settlement discussions, and special cases.
- Ensure smooth customer experience while maintaining recovery focus.
- Promote voluntary payment channels and digital collections.

6. Reporting & MIS

- Maintain accurate MIS for:
- Daily collections
- Bucket-level performance
- Team productivity
- Agency performance scorecards

- Share daily, weekly, and monthly dashboards with senior leaders.
- Ensure data accuracy and audit readiness.

Skills & Competencies

- Solid understanding of unsecured loans & flow collections
- Experience managing agencies and large field teams
- Excellent negotiation and customer handling skills
- Knowledge of RBI guidelines and fair collection practices
- Analytical ability to read delinquency & portfolio trends
- Strong communication, leadership, and people management
- Proficiency in Excel, dashboards, and collections systems (dialer/CRM)

Qualifications & Experience

- Graduate (MBA preferred)
- 5–10 years of experience in unsecured collections
- 2+ years of team-handling experience
- Preferred: Experience managing agencies and flow buckets in metro markets like Hyderabad

📌 ACM_Retail Unsecured Flows_Hyd (Telangana)
🏢 Aditya Birla Group
📍 Telangana