Job ID: 836756

3 - 9 Years

1 Opening

Bengaluru

ob Summary

The Collection Manager – Lending Collections is responsible for managing end-to-end collections for Paytm’s lending products, including personal loans, merchant loans, and BNPL. The role focuses on driving portfolio performance across soft and hard collections, managing field and tele-collections teams, ensuring regulatory compliance, and leveraging digital tools to optimize recovery while delivering a superior customer experience.

Key Responsibilities

Portfolio & Collections Management

- Manage delinquency buckets across assigned lending portfolios

- Drive collection efficiency, resolution rates, and NPA reduction

- Implement bucket-wise strategies for soft collections, tele-calling, field collections, and legal escalations

- Monitor roll rates, bounce rates, and cure percentages

Team & Vendor Management

- Lead and manage in-house tele-collection teams and field collection agencies

- Set daily, weekly, and monthly targets aligned with business goals

- Conduct regular performance reviews, training, and capability building

- Ensure strict adherence to Paytm’s code of conduct and RBI Fair Practices Code





Digital & Data-Driven Collections

- Use Paytm’s internal dashboards, CRM, and dialer systems to track productivity and outcomes

- Leverage analytics to identify high-risk accounts and prioritize actions

- Drive adoption of digital payment links, UPI mandates, and automated nudges

Customer Experience & Resolution

- Handle escalated customer cases and complex disputes

- Work closely with Customer Support and Risk teams to resolve grievances

- Ensure respectful, compliant, and customer-friendly communication

Compliance & Risk Management

- Ensure 100% compliance with RBI guidelines, digital lending norms, and Paytm policies

- Monitor agency audits, call audits, and field quality checks

- Support legal recovery processes including notices, arbitration, and SARFAESI (where applicable)

Reporting & Stakeholder Management

- Prepare MIS on collections performance, DPD movement, and agency productivity

- Share insights with Risk, Product, and Business teams for strategy improvement

- Participate in business reviews and leadership discussions

📌 Collection Manager - Team Lead - Lending Collections (Bengaluru)
🏢 Paytm
📍 Bengaluru