Role: We are looking for an experienced and goal-oriented collection manager to oversee the collection of outstanding accounts, ensure timely recovery of dues, and manage a team of field/tele-calling collection executives. The ideal candidate will be adept at negotiation, understand credit risk, and ensure compliance with regulatory frameworks while maintaining a customer-centric approach.
Key Responsibilities:
Manage Collection Operations: Oversee the collections process for delinquent accounts (30+, 60+, 90+ DPD), ensuring timely follow-ups and resolution.
Team Leadership: Manage and mentor a team of field collectors, tele-callers, and/or agency partners. Set recovery targets and monitor performance.
Vendor/Agency Management: Appoint, train, and monitor third-party collection agencies. Ensure adherence to company policies and legal guidelines.
Skip Tracing & Recovery: Utilize tracing tools and field resources to locate absconding customers and maximize recovery.
Customer Interaction: Engage directly with high-ticket or sensitive delinquent customers to resolve disputes and ensure payment.
MIS & Reporting: Track and report daily/weekly/monthly collection performance, bucket-wise recovery, and delinquency trends.
Compliance & Governance: Ensure that all collection practices comply with regulatory guidelines (RBI/SEBI/Fair Practices Code).
Key Skills & Competencies:
● Robust knowledge of recovery procedures and legal recovery options
● Positive communication and negotiation skills
● Team handling and vendor management experience
● Robust analytical and reporting skills
● Working knowledge of MS Excel and CRM/collection platforms
● Familiarity with NBFC/Fintech recovery norms is a plus.