Collection manager - Unsecured

Hero Fincorp

2 - 7 years

4 - 7 Lacs

kolkata hyderabad bengaluru

Posted:21 hours ago| Platform:

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Skills Required

dialer management collection manager unsecured call center head tele collection collection management call center management personal loans all buckets unsecured loans

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Key Responsibilities:

Lead, coach, and manage the collections call centre team to achieve collection and recovery targets.
Develop and execute collection strategies specific to the digital loan portfolio to maximize resolution rates.
Monitor call quality, team productivity, and adherence to compliance standards through regular audits.
Analyze collection data to identify bottlenecks, high-risk accounts, and areas for process improvement.
Collaborate with legal and operations teams for escalations and tough case resolutions.
Ensure compliance with RBI guidelines, NBFC policies, and fair debt collection practices.
Manage customer escalations and sensitive cases requiring managerial intervention.
Implement manpower planning including shift scheduling, attendance, and capacity management.
Conduct regular training, skill development, and performance appraisals to build a high-performing team.
Prepare and present detailed collection performance reports and forecasts to senior management.

Preferred candidate profile

Graduate.
5+ years experience in collections, with at least 2 years in a managerial role in NBFC/fintech or banking.
Strong leadership and team management capabilities.
Good communication, negotiation, and interpersonal skills.
Basic knowledge about collection software, CRM tools, and MS Office.
Data-driven with strong analytical and problem-solving skills.
Knowledge of RBI guidelines, NBFC regulations, and fair debt collection practices.
Experience with manpower management and call center operations.
Ability to manage stress and multitask in a fast-paced environment.

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