A Collection Manager in the Banking, Financial Services, and Insurance (BFSI) sector is responsible for overseeing the recovery of overdue loan payments, credit card balances, insurance premiums, and other non-performing assets (NPAs) while ensuring strict adherence to regulatory standards.

Job Overview

- Job Title: Collection Manager / Debt Recovery Manager
- Department: Collections & Recovery / Credit Operations
- Industry: BFSI (Banks, NBFCs, Fintech, Microfinance, Insurance)
- Reporting To: Regional Collection Head / Chief Risk Officer / Operations Head

Key Roles & Responsibilities1. Portfolio & Delinquency Management

- Monitor delinquent accounts across multiple buckets (e.g., Early Delinquency / DPD 1–30, Mid-Stage, Hard Recovery / NPA write-offs) to control roll-forward rates.
- Design and implement risk-based recovery strategies for different customer segments (Retail Loans, SME Loans, Credit Cards, Auto/Home Loans).
- Manage bad-debt write-offs, loan restructuring, and settlement negotiations in coordination with credit and risk teams.

2. Team Leadership & Field Operations

- Supervise and mentor in-house tele-calling collection agents and on-field collection executives (FOS - Feet on Street).
- Allocate portfolio targets to team members and track daily, weekly, and monthly resolution rates.
- Coordinate field visits for escalated or high-value delinquent accounts.

3. Agency & Vendor Management

- Onboard, manage, and audit external Debt Recovery Agencies (DRAs) and repossession vendors.
- Enforce Service Level Agreements (SLAs) regarding recovery targets, turnaround times, and code of conduct.

4. Legal & Regulatory Compliance

- Ensure strict adherence to regulatory guidelines (e.g., RBI Fair Practices Code, ethical collection timings,



anti-harassment policies).
- Partner with the internal legal team to initiate recovery actions under applicable frameworks (e.g., SARFAESI Act, Section 138 / NI Act, Arbitration, Lok Adalats).

5. Reporting & MIS

- Prepare and present delinquency trend reports, bucket-wise collection efficiency, cost of recovery, and agency performance to senior leadership.
- Use Collection Management Software (CMS) and CRM tools to track interactions and audit trails.

Key Performance Indicators (KPIs)KPIDescriptionCollection Efficiency (%)Percentage of total delinquent amount collected against total billing/due.Roll Rate ReductionKeeping accounts from progressing into higher delinquency buckets (e.g., 30+ to 60+ DPD).Gross NPA / Net NPA ControlKeeping overall NPA ratios within acceptable organizational limits.Cost of RecoveryManaging vendor commissions and operational collection expenses.Compliance ScoreZero regulatory infractions and minimum customer grievances.Required Skills & Qualifications

- Education: Bachelor’s degree in Finance, Commerce, Economics, or Business Administration (MBA in Finance/Operations preferred).
- Experience: 3–7+ years of experience in retail/SME collections or loan recovery within a bank, NBFC, or fintech platform.
- Regulatory Knowledge: Deep understanding of debt collection practices, compliance laws, and legal recovery tools.
- Technical Skills: Proficiency in Loan Origination/Management Systems (LOS/LMS), Dialers, CRM/CMS tools, and Advanced Excel.
- Soft Skills: Negotiation, conflict resolution, team leadership, analytical problem-solving, and emotional intelligence.

Pay: ₹25,000.00 - ₹35,000.00 per month

Perks:

- Cell phone reimbursement
- Paid time off
- Provident Fund

Work Location: In person

📌 Collection Manager (India)
🏢 3point human capital
📍 India