Zonal Collection Manager – Support Services Collection
Reporting To - National Collection Head
Key Responsibilities
Collections & Portfolio Management
- Own and manage collection performance for the Car loan portfolio across the assigned region.
- Ensure achievement of collection targets (Current, Bucket-wise, GNPA/NNPA).
- Monitor early delinquency (0–30 days) and overdue movement across buckets.
- Drive reduction in roll-forwards and improve resolution of chronic delinquent accounts.
Team Leadership & Vendor Management
- Lead and mentor Area Collection Managers, Team Leaders, and Field Officers.
- Appoint, manage, and review performance of external collection agencies.
- Conduct regular reviews, field visits, and capability-building sessions.
- Ensure ethical collection practices and adherence to the company’s Code of Conduct.
Strategy & Process Improvement
- Design and execute region-specific collection strategies based on customer behavior and portfolio trends.
- Implement skip-tracing, settlement, and repossession strategies where applicable.
- Collaborate with Credit, Sales, and Risk teams to improve customer quality and reduce delinquencies.
- Drive digitization and process improvements for higher operational efficiency.
Compliance & Risk Control
- Ensure adherence to RBI guidelines, local laws, and internal policies.
- Handle escalations, legal cases, and customer complaints related to collections.
- Ensure proper documentation, repossession, and asset disposal processes (where applicable).
MIS & Reporting
- Review daily/weekly/monthly MIS on collections, productivity, and agency performance.
- Analyze portfolio trends and present insights to senior management.
- Track key metrics like PAR, bounce rates, repossession rates, and resolution TAT.