MANAGER (REFUNDS)

Hard-Core Refund Management

Position

Manager –Refunds

Department

Refund Management

Location

As per organizational requirement

Experience

5–6 years in collections, recovery, refund management,

customer retention, or related functions

Role Type

Hands-on / Individual Contributor + Team Management

Office Location

Okhla, Phase III, Delhi - 110020

1. Role Purpose

The Manager –Refunds will be responsible for driving end-to-end refund operations with a strong focus on cash realisation, commitment management and resolution of high-value, sensitive and escalated cases. The role requires a hard-core, hands-on professional who can negotiate firmly, maintain disciplined, strong internal follow-ups, manage difficult conversations and convert commitments into actual payments while protecting the organisation’s client relationships and reputation.
1. Key Responsibilities

- Own the complete refund portfolio, including regular, overdue, high-value, HNI, critical and escalated cases.
- Drive refund against monthly, quarterly and annual targets.
- Develop case-wise refund strategies based on ageing, outstanding amount, client profile, risk and urgency.
- Personally handle high-value, sensitive and difficult cases requiring senior-level negotiation and intervention.
- Maintain regular connect with the clients through calls, emails, meetings and escalation mechanisms.
- Negotiate refund plans, settlement schedules and tranche-wise refund within approved organizational limits.
- Track every refund dates and ensure closure through continuous follow-up until the amount is refunded.
- Coordinate closely and strongly with Legal, Finance, Client Servicing and senior management for complex cases.
- Prepare and maintain a structured ageing and refund tracker with case-wise status, next action, commitment date and risk category.
- Ensure accurate reconciliation of outstanding amounts, payments made, refunds processed, balances and pending commitments.




- Identify cases requiring prioritisation based on legal risk, financial exposure, client sensitivity, reputational risk.
- Create daily/weekly/monthly action plans for the team and monitor execution against committed outcomes.
- Raise alarm at the right time to keep the possible risk in control.
- Excellent in negotiation, objection handling, difficult conversations, escalation and closure techniques.
- Prepare management MIS covering refunds processed, refund completed etc.
- Maintain professional and compliant communication with clients while remaining firm on organisational commitments and recovery objectives.
- Complete the client onboarding post sales in terms of document completion and related activities of maintaining records for a smooth sail to the concerned team for further action.

1. Hard-Core Collections & Recovery Responsibilities

- Demonstrate a solid retention mindset with clear ownership of refund.
- Use structured negotiation and escalation techniques to control the monthly refund budget.
- Challenge unrealistic payment commitments and push for specific, measurable and time-bound payment plans.
- Convert difficult non retention client into retained client through persistent and right strategy.

1. Refund Management Responsibilities

- Manage the refund pipeline from approval through final payment and closure.
- Prepare realistic case-wise refund schedules in coordination with Finance and management.
- Ensure refund commitments are based on actual organisational capacity and approved payment plans.
- Track tranche-wise refunds.
- Proactively communicate delays or changes in approved schedules before the commitment date where possible.




- Maintain complete documentation of refund approvals, client communication, payment instruments and closure confirmation.
- Coordinate return/cancellation/closure of relevant financial instruments and documentation wherever applicable.
- Ensure no refund case remains unattended, undocumented or without a defined next action.

1. Key Performance Indicators (KPIs)

KPI

Measurement

Refund Achievement

Achievement against monthly and quarterly refund targets

High-Value Case Closure

Resolution of critical, HNI, escalated and high-value cases

Follow-up Discipline

Timely action on all active cases and commitments

MIS Accuracy

Accuracy and timeliness of collections/refund reporting

Escalation Management and minimal escalation

Timely identification and resolution/escalation of high-risk cases also leading to minimal escalations.

7. Desired Competencies

- Strong negotiation and persuasion skills
- High resilience and ability to handle difficult conversations
- Strong financial acumen
- Assertive yet professional communication
- Excellent follow-up and closure orientation
- Ability to work under pressure and against aggressive targets
- Strong analytical and problem-solving ability
- Excellent stakeholder and escalation management
- High ownership, urgency and accountability
- Ability to maintain confidentiality and exercise sound judgement

1. Educational & Experience Requirements

- Graduate degree required; MBA/PGDM or equivalent qualification preferred.
- 5–6 years of relevant experience in collections, recovery, refunds, receivables, banking/NBFC collections, customer resolution, or a similar function.
- Prior experience handling high-value accounts, escalations and difficult clients is strongly preferred.
- Experience managing a collections/refund team will be an advantage.
- Strong working knowledge of MS Excel, MIS and collection/refund tracking systems.Role & responsibilities

Preferred candidate profile

📌 Refund Manager (New Delhi)
🏢 Innovative Project Management Services Pvt.Ltd.
📍 New Delhi