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.