Job Summary

We are seeking an experienced General Manager – Operations (Collections) to lead large-scale collection operations, drive portfolio performance, strengthen client relationships, and deliver sustainable business growth. The role will be responsible for recovery outcomes, operational efficiency, team productivity, profitability, and process excellence* across multiple branches, teams, and portfolios.

Key Responsibilities

•⁠ ⁠Collection Performance:* Own end-to-end collection operations and deliver portfolio-wise recovery, productivity, and efficiency targets.
•⁠ ⁠Business Growth:* Identify and develop recent business opportunities, support portfolio acquisition, and contribute to revenue and business expansion.
•⁠ ⁠Operational Leadership:* Lead Team Managers and collection teams; optimize manpower, floor capacity, staffing, incentives, and resource deployment.
•⁠ ⁠KPI & Performance Management:* Drive performance through recovery %, productivity, ageing, roll rates, PTP, conversion, contactability, and other critical collection KPIs.




•⁠ ⁠Collection Strategy:* Develop and execute portfolio-specific strategies based on customer segmentation, ageing, geography, risk profile, and client requirements.
•⁠ ⁠Client Management:* Build and maintain strong relationships with banks, NBFCs, financial institutions, and other clients; lead performance reviews and resolve escalations.
•⁠ ⁠Quality & Compliance:* Ensure strict adherence to client mandates, regulatory requirements, internal SOPs, quality standards, and governance processes.
•⁠ ⁠MIS & Analytics:* Review daily, weekly, and monthly MIS; identify performance gaps, establish corrective actions, and provide clear business insights to management.
•⁠ ⁠Process Excellence:* Identify operational bottlenecks and implement process, technology, and productivity improvements to enhance recovery and reduce operating costs.
•⁠ ⁠Escalation Management:* Take ownership of critical client, customer, employee, and operational esca

📌 General Manager – Operations (New Delhi)
🏢 Yash Enterprises
📍 New Delhi