Manager - Recovery & Collections

HIRING FOR DEBT MANAGEMENT COMPANY FOR THE ROLE OF MANAGER/SR. MANAGER-RECOVERY & OPERATIONS.

Department:

Reporting To:

Experience Required:

Job Overview:

• We are looking for an experienced and results-driven Manager - Recovery & Collections to oversee collections and recovery operations for banking products such as Business Loans, Personal Loans, and Credit Card Loans. The ideal candidate should have a strong background in both telecalling and field collections, managing a hybrid model that integrates call center operations with on-ground recovery efforts. This role requires leadership, strategic planning, and execution capabilities to ensure optimal recovery rates while maintaining compliance with regulatory and ethical standards.

Key Responsibilities:

1. Collections & Recovery Strategy Execution:

• Implement and oversee effective collections strategies to maximize recoveries and minimize delinquencies.
• Ensure the telecalling and field collections teams work in alignment with the companys policies and legal guidelines.
• Monitor early-stage and late-stage collections, ensuring a balance between customer relationship management and recovery performance.

2. Team Management & Supervision:

• Lead and supervise a team of 15+ members, including field coordinators, field collectors, and telecallers.
• Coach and mentor team leaders to drive daily collection performance.
• Conduct regular training sessions to enhance collection techniques, compliance adherence, and negotiation skills.

3. Process & Dialer Optimization:

• Manage dialer operations and allocation strategies to improve eiciency in telecalling collections.
• Collaborate with the analytics team to refine calling strategies and optimize resource allocation.

4. Performance Monitoring & Data Analysis:

• Track, monitor, and analyze collection performance through MIS reports and dashboards.
• Prepare and present performance reports to senior management and stakeholders.
• Ensure data-driven decision-making to improve collection efficiency.

5. Field Coordination & Hybrid Model Implementation:

• Ensure seamless integration between telecalling efforts and field collections.
• Coordinate with field collection teams to schedule visits for high-risk customers.
• Monitor field collection visits and ensure proper documentation and compliance.

6. Compliance & Risk Management:

• Ensure adherence to all regulatory guidelines, including RBI-mandated fair collection practices.
• Handle escalations effectively, ensuring a balance between customer satisfaction and collection efficiency.
• Ensure zero tolerance for non-compliance in recovery and collection practices.

Key Requirements:

• Minimum 4 years of experience in collections & recovery, preferably in a banking/NBFC environment.
• At least 1.5 years in a managerial role, handling telecalling and field collections.
• Experience in managing a hybrid collections model (Call Center + Field).
• Hands-on experience with dialer systems, allocation strategies, and performance tracking.
• Strong analytical skills and proficiency in Excel for MIS reporting and dashboards.

• Excellent team leadership and stakeholder management skills.
• Strong understanding of regulatory compliance and fair collection practices.

• DRA Certification (Debt Recovery Agent) preferred.

Preferred Qualifications:

• Graduate/Postgraduate in Finance, Business, or related field.
• Prior experience managing end-to-end client interactions and performance reviews.
• Ability to work under pressure and meet stringent recovery targets.