Job Description: Operations Manager Personal Loan Collection (NBFC) Position: Operations Manager Department: Collections – Personal Loan Location: Rourkela,Odisha 1. Job Summary The Operations Manager will be responsible for overseeing and managing the end-to-end collection operations for personal loan portfolios. This role ensures timely recovery, compliance with regulatory guidelines, team management, process improvement, and smooth daily functioning of collection activities. 2. Key Responsibilities A. Collection Operations Manage day-to-day collection activities for personal loan accounts (DPD, soft, hard & bucket-wise follow-up). Ensure achievement of monthly and quarterly collection targets. Monitor delinquency trends and take corrective actions. Allocate cases to field executives, collection agencies, and tele-calling teams. Review high-value and escalated cases for quick resolution. B. Team Management Lead, guide, and monitor the field collection staff and tele-calling executives. Conduct regular performance reviews, training, and motivation sessions. Ensure discipline, productivity, and adherence to company policies. C. Process & Compliance Ensure compliance with RBI and NBFC collection guidelines. Implement SOPs for ethical, customer-friendly, and legal collection practices. Maintain proper documentation, settlement records, and MIS reports. Handle customer escalations and ensure smooth resolution. D. Vendor/Agency Management Manage external recovery agencies and verify their performance. Ensure vendors follow company policies & regulatory norms. Conduct periodic audits of agency performance, quality, and compliance. E. Reporting & Analysis Prepare daily, weekly, and monthly MIS reports. Analyze bucket-wise performance, DPD movement, and recovery trends. Share insights and recommendations with management for improving output. 3. Key Skills & Competencies Strong knowledge of NBFC personal loan collections. Understanding of DPD buckets, settlement processes, legal remedies (Sec 138, Arbitration, etc.). Excellent leadership and team management skills. Strong communication, negotiation, and conflict-resolution abilities. Proficiency in MS Excel, MIS reporting, and data analysis. Ability to work under pressure and meet targets. 4. Qualifications & Experience Graduation/PG in any discipline (MBA preferred). 4–8 years of experience in NBFC/BFSI collections. Experience in handling personal loan portfolios is mandatory. Prior experience in managing field and tele-calling teams is preferred. 5. Additional Requirements Two-wheeler with valid driving licence preferred. Willingness to travel for field visits when required. Strong understanding of local market and customer behaviour. Role & responsibilities Contact Person- Priyadarshani Choudhury Contact Number- 9348506006 What's Aap Number- 9090053170
Key Responsibilities: Team Management: Lead and supervise a team of tele-collection agents. Set daily, weekly, and monthly targets for the team based on collection goals. Monitor team performance, ensuring agents meet call quotas, collection rates, and customer satisfaction metrics. Provide coaching, training, and guidance to agents to improve their skills and performance. Conduct performance reviews and implement improvement plans when necessary. Debt Collection Strategy: Develop and implement effective strategies for debt collection over the phone. Monitor customer interactions to ensure adherence to compliance standards, ethical collection practices, and company policies. Handle escalated customer issues or disputes regarding debt recovery. Coordinate with legal and finance departments when necessary for high-value or complex cases. Data Management and Reporting: Track and report on the performance of the collection team (e.g., recovery rate, contact rate, promise-to-pay rate). Use analytics tools to generate reports that show progress toward debt collection goals. Maintain accurate and up-to-date records of all debtors, including contact history and payment status. Analyze collection trends and recommend adjustments to improve outcomes. Client Interaction and Communication: Build and maintain relationships with clients, understanding their needs and ensuring satisfaction with recovery processes. Communicate clearly with debtors to negotiate repayment plans, ensuring that agreed terms are adhered to. Develop and maintain scripts or guidelines for agents to use during debt recovery calls. Address any client concerns regarding debt collection practices or outcomes. Compliance and Risk Management: Ensure that all debt collection activities comply with relevant laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA) or equivalent local legislation. Manage and mitigate risk related to debt collection, ensuring that all activities are ethical and within the legal framework. Train the team on best practices for compliance and legal obligations. Process Improvement: Continuously assess and improve internal processes for debt recovery, optimizing the use of technology and resources. Stay up-to-date with industry trends and legal requirements to adjust strategies and practices accordingly. Implement feedback loops from both clients and agents to improve performance. Skills and Qualifications: Leadership and People Management: Strong leadership abilities with the capacity to motivate, guide, and manage a team. Excellent communication skills to handle diverse and challenging interactions, both with team members and debtors. Debt Recovery Knowledge: Understanding of debt recovery processes and techniques. Familiarity with laws and regulations governing debt collection. Analytical and Reporting Skills: Ability to analyze data and generate actionable reports. Familiarity with CRM and debt management software for tracking collections. Negotiation and Conflict Resolution: Strong negotiation skills to work out repayment arrangements with debtors. Ability to resolve disputes or issues with tact and professionalism. Time Management and Organization: Ability to prioritize tasks and manage time effectively in a fast-paced environment. Education and Experience: A degree in business, finance, or a related field is often preferred. Experience in a debt collection role, especially in a managerial or supervisory capacity, is required. Challenges in the Role: Managing high-pressure situations, especially when dealing with difficult or non-cooperative debtors. Ensuring compliance with legal standards while achieving aggressive recovery targets. Handling multiple team dynamics and ensuring consistent performance across all team members. Office Location : Rourkela Odisha