Role Overview

- Position Type: Middle Management (bridges Collection Advisors/Agents and Senior Management/Collections Head)
- Primary Focus: Driving debt write-offs/settlement volumes, optimizing waiver/discount matrices, negotiating high-value or escalated accounts, and maintaining high team contactability.

Key Responsibilities

- Settlement Target & Metric Management
- Drive overall settlement numbers to achieve monthly/quarterly recovery and resolution targets (often aiming for high success rates above 95% on assigned pools).
- Monitor settlement conversion ratios, average settlement yield/value, and initial-to-final offer improvement rates.
- Team Leadership & Coaching
- Provide daily work direction, shift management, and floor support for collection officers handling negotiations.
- Conduct regular side-by-sides, call-listening sessions, and coaching to improve negotiation, objection-handling, and closing skills.
- Track login schedules, adherence, and individual productivity metrics.
- Policy, Waiver & Escalation Handling




- Review and approve special settlement/waiver proposals within delegated financial authority limits.
- Handle escalated customer disputes, financial distress claims, or complex multi-product debt profiles.
- Coordinate with internal departments (Finance, Risk, Legal, and Credit Operations) to explicit payment receipts, account closures, and NOC (No Objection Certificate) issuances.
- Compliance & Quality Auditing
- Ensure all settlement negotiations adhere to fair debt collection practices, banking/regulatory norms (such as RBI/local guidelines), and internal data privacy policies.
- Monitor call recordings and documentation to prevent aggressive or non-compliant behavior by agents.
- Reporting & Forecasting
- Prepare daily, weekly, and monthly settlement trackers, bucket flow analysis, and loss-forecasting reports for senior management.

📌 Collection Manager (Dhanbad)
🏢 Aye Finance
📍 Dhanbad