Lead the field recovery team responsible for overdue and delinquent gold-loan accounts. Own day-to-day field execution, team productivity, account prioritisation, customer follow-ups, and recovery outcomes across the assigned geography.
Key Responsibilities
- Field Recovery: Drive recovery of overdue and delinquent accounts across DPD buckets; prioritise accounts by ageing, outstanding amount, risk, and recovery potential; ensure field visits, customer follow-ups, and PTP adherence.
- Escalations: Handle difficult customer cases and support timely resolution.
- Team Management: Lead and coach Field Collection Executives; allocate accounts and territories; set daily/monthly targets; track visits, collections, productivity, and attendance.
- Performance Reviews: Conduct daily reviews, address execution gaps, and accompany team members on critical visits when required.
- Metrics & Reporting: Track recovery rate, PTP conversion, field productivity, and DPD movement; identify high-risk/high-value accounts; maintain accurate CRM updates and visit remarks.
- Process & Compliance: Follow company policies and applicable regulatory guidelines; maintain skilled customer communication and documentation; coordinate internally for payment confirmation and escalations.