The Collections Manager in our organization is responsible for leading and managing the entire collections operation to ensure maximum recovery of outstanding dues while minimizing customer default risk and maintaining high service standards. This role involves strategic planning, team supervision, performance monitoring, ensuring compliance, and accurate reporting within the company's collection policy framework.
Key Responsibilities and Accountabilities
- Team Target Achievement : Achieve the overall monthly collection target for the assigned portfolio.
- Portfolio Delinquency Management : Strategically manage the portfolio to reduce the percentage of accounts in higher DPD (Days Past Due) buckets.
- Strategy & Planning : Develop, implement, and refine effective collection strategies and action plans. Plan for holiday work to ensure continuous collection efficiency.
- Skip & Recovery Supervision : Supervise and manage the successful tracing and recovery of skip accounts.
- Team Monitoring and Performance Review : Monitor, coach,
and review the performance of Collection Executives (CEs) and the team to ensure all members meet their assigned KPIs.
- Dispute & Escalation Handling : Efficiently manage and resolve escalated disputes and complex customer issues within defined timelines.
- Audit & Compliance : Ensure strict adherence to internal and external collection process audits, documentation, and regulatory compliance.
- Training & Development : Identify training needs, conduct/organize training sessions to improve the team's skills, and maintain high skilled standards.
- MIS & Reporting Accuracy : Ensure the timely and accurate submission of all collection reports (MIS) and maintain high standards of documentation and tracking.
- Stakeholder Coordination : Coordinate effectively with Sales, Finance, Operations, and other relevant teams to streamline processes and resolve inter-departmental issues.