Manager / Senior Manager - Collections

Job Title:

Job Level:

Report to:

Department:

Organization:

Location:

Job Summary

Key Responsibilities

• Agency Management
• Identify, onboard, and manage third-party collection agencies.
• Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise).
• Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms.
• Resolve escalations and disputes involving external collection partners.
• Calling Team Supervision
• Lead, mentor, and manage the in-house collections call centre team.
• Implement dialler strategies, call scripts, and training modules for improved efficiency.
• Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND, etc.).
• Manage manpower planning, hiring, and retention for the calling team.
• Strategy & Execution
• Design and implement end-to-end collection strategies for early- and late-stage buckets (e.g., soft, hard, write-off).
• Analyse collection trends and data to drive recovery strategies and optimize resource allocation.
• Coordinate with product, credit, and legal teams for account resolution strategies.
• Compliance & Reporting
• Ensure adherence to regulatory and internal compliance requirements.
• Maintain accurate MIS and dashboards to track collection performance, agency metrics, and team KPIs.
• Prepare and present periodic reports to leadership on portfolio health, collection efficiency, and recovery forecasts.
  

Required Qualifications

• Graduate/Post-Graduate in Business, Finance, or related field.
• Proven experience in collections management, preferably in NBFCs/Banks/Fintech.
• Strong understanding of delinquency management, risk controls, and regulatory compliance.
• Experience working with collection agencies and tele-calling operations.
• Proficiency in MIS, analytics, and collection tools (diallers, CRM).
• Excellent leadership, negotiation, and communication skills.
• High ownership mindset and ability to work under pressure.
• Strong ethical foundation and customer empathy.
• Tech-savvy with familiarity in digital collections and automation tools.