Deputy Vice President-Zonal Collection

Job Title: Zonal Collections Head – Credit Card Portfolio Department: Collections Reporting To: National Collections Head / Senior Leadership Role PurposeTo lead and manage a team of Regional Collection Managers and ACMs across the zone, ensuring efficient execution of field collection processes and delivery on overall portfolio performance across various delinquency buckets. Key Responsibilities1. Portfolio & Team ManagementDrive portfolio performance across multiple due stages through effective leadership of RCMs and ACMs. Ensure infrastructure, resources, and manpower are aligned to meet operating plans and collection targets. Formulate and implement zonal collection strategies considering portfolio segmentation, market dynamics, and business goals. 2. Risk Identification & MitigationIdentify critical and underperforming segments and apply appropriate legal and hardship resolution strategies. Raise early warnings in new or high-growth markets by monitoring sourcing quality to maintain portfolio hygiene. 3. Vendor & Performance MonitoringConduct regular performance reviews with vendors, agency managers, and regional managers across all key metrics. Monitor field collection performance by vintage, bucket, and region to ensure operational cost efficiency and targeted recoveries. 4. Process Compliance & GovernanceEnsure compliance with company policies, audit guidelines, code of conduct, and customer service standards. Implement a strong grievance redressal mechanism for customer complaints with timely and satisfactory resolution. Guarantee 100% SVCL (Site Visit Compliance Log) coverage across all vendor locations in the zone. 5. Strategic Reporting & PlanningSubmit accurate monthly cost provisions to the Finance team within timelines. Collaborate on the design and implementation of portfolio treatment strategies to maximize resolution and recovery. Benchmark competitors to improve key performance indicators like GNPA, gross write-offs, settlement losses, and extraction rates. Measures of Success (KPIs)Portfolio Coverage GNPA Rate and Value 30+ and 90+ Delinquency Rates POF (Product of Flows) – 30 to Write-off GWO (Gross Write-off) Absolute Recovery and Extraction Rate Cost of Collection Settlement Waiver Rate CAPE (Cost Allocation per Employee) Management ROR (Rate of Recovery) ACM-wise Recovery Regulatory Complaint % MOU-based Process Adherence QualificationsGraduate/Post-Graduate in any discipline Preferred Industry BackgroundFinancial Services Industry (FSI), especially Credit Cards or Consumer Lending Required Skills & CompetenciesStrong knowledge of credit card collections processes Analytical mindset with result-oriented approach Problem-solving and decision-making capabilities Excellent stakeholder management and team leadership Strong process orientation and compliance understanding