Role & responsibilities

Job Title: Agency Manager Collections
Department: Collections / Recovery
Location: As per business requirement
Reporting To: Regional Collection Manager / Collection Head

Job Summary

The Agency Manager is responsible for managing and monitoring external collection agencies to ensure timely recovery of overdue loan accounts while maintaining compliance with RBI guidelines and company policies. The role involves agency performance management, portfolio allocation, MIS reporting, and achieving collection targets.

Key Responsibilities

- Appoint, onboard, and manage collection agencies for assigned regions.
- Allocate delinquent accounts to agencies based on portfolio strategy.
- Monitor daily, weekly, and monthly collection performance against targets.
- Ensure achievement of collection efficiency, recovery, and resolution targets.
- Conduct regular agency performance reviews and field audits.
- Ensure agencies comply with RBI guidelines, Fair Practices Code (FPC), and company policies.
- Handle customer escalations and ensure ethical collection practices.
- Coordinate with Credit, Risk, Legal, and Operations teams for difficult recovery cases.
- Prepare and analyze MIS reports on collections, agency productivity, and delinquency trends.
- Conduct training sessions for agency staff on collection processes, compliance, and customer handling.
- Identify underperforming agencies and implement corrective action plans.
- Support legal recovery processes for chronic delinquent accounts when required.





Required Qualifications

- Graduate in any discipline (MBA/PGDM preferred).
- 36 years of experience in Collections, Recovery, or Agency Management within an NBFC, Bank, or Financial Institution.
- Experience managing external collection agencies is preferred.

Key Skills

- Robust knowledge of NBFC collections and recovery processes.
- Understanding of RBI guidelines and compliance requirements.
- Agency/Vendor management.
- Portfolio management and delinquency control.
- MIS reporting and data analysis.
- Excellent negotiation and communication skills.
- Leadership and team management.
- Problem-solving and decision-making abilities.
- Proficiency in MS Excel and collection management systems.
- Collection efficiency (%)
- Recovery percentage
- Reduction in delinquency (DPD/NPA)
- Agency productivity and quality scores
- Compliance and audit scores
- Customer complaint resolution TAT
- Portfolio resolution and recovery targets

Key Performance Indicators (KPIs)

- Collection efficiency (%)
- Recovery percentage
- Reduction in delinquency (DPD/NPA)
- Agency productivity and quality scores
- Compliance and audit scores
- Customer complaint resolution TAT
- Portfolio resolution and recovery targets

Preferred candidate profile

- Strong analytical and leadership skills.
- Ability to manage multiple agencies across locations.
- Willingness to travel for agency reviews and field visits.
- Ability to work under pressure and meet monthly recovery targets.

📌 Agency Manager (Chennai)
🏢 R.K. Bansal Finance
📍 Chennai