Job Description

Required Work Experience : Cluster Head

Key Responsibilities
1. Operational Management
Drive monthly and quarterly collection targets (bucket-wise) for the assigned cluster.

Monitor and manage performance of branch collection teams and agency partners.

Ensure adherence to collection strategy, dunning cycles, and legal processes.

Conduct regular reviews with branch managers, area collection managers, and field teams.

2. Portfolio Management
Track delinquency trends and implement corrective measures.

Analyze vintage, flow rates, and roll rates across DPD (Days Past Due) buckets.

Ensure recovery from NPA and written-off portfolios through legal and field interventions.

Optimize cost of collections while maintaining efficiency.

3. Team Leadership
Lead, train, and motivate the field and back-office collection teams.

Identify capability gaps and conduct training/coaching sessions.

Ensure team compliance with company policies and regulatory guidelines (RBI,



Fair Practice Code).

4. Vendor / Agency Management
Appoint, monitor, and audit collection agencies and tele-calling partners.

Ensure agency performance meets SLAs (productivity, TAT, compliance).

Handle escalations and resolve customer complaints promptly.

5. Legal & Compliance
Liaise with legal teams for Section 138, arbitration, and SARFAESI actions (as applicable).

Ensure adherence to fair collection practices and RBI regulatory norms.

Maintain documentation and MIS as per audit and compliance requirements.

6. MIS & Reporting

Provide daily/weekly/monthly performance reports to zonal/national management.

Analyze data to identify risk patterns and recommend policy/process improvements.

Present collection dashboards and regional performance metrics.

Key Responsibilities:

📌 Cluster Head (Muzaffarpur)
🏢 Kissht
📍 Muzaffarpur