- Manage recovery and pre-collection team performance and achieve collection targets.
- Develop and implement effective recovery and collection strategies.
- Monitor field allocation and optimize field recovery efforts.
- Handle customer escalations, disputes, and recovery-related issues.
- Ensure adherence to legal, regulatory, and ethical collection practices.
- Manage and optimize CRM, WhatsApp, IVR, voice blast, and digital collection tools.
- Prepare and analyze daily/weekly/monthly MIS and performance reports.
- Lead, motivate, train, and develop the recovery team.
- Identify process gaps and implement improvement initiatives.
Skills & Qualifications
- 7-8 years of experience in recovery/collections/pre-collection, including 3+ years in a leadership role.
- Bachelor's degree in Finance,
Business Administration, or related field.
- Strong knowledge of collection processes and regulatory compliance.
- Valuable analytical, communication, negotiation, and problem-solving skills.
- Proficiency in CRM and digital collection tools.
- Strong team management and leadership abilities.
- High level of integrity and commitment to ethical collection practices.
Key KPIs
- Collection/recovery target achievement.
- Team productivity and performance.
- Recovery rate and reduction in outstanding dues.
- Compliance and process adherence.
- Customer escalation resolution.
- Timely and accurate MIS reporting.