Role Mandate
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 qualified
customer communication and documentation; coordinate internally for payment confirmation and escalations.