National Collection Head

ROLE & RESPONSIBILITIES

National Collection Head

Key Responsibilities:

1. Collection Strategy & Execution

• Develop and execute field recovery strategies for early-stage overdue unsecured accounts.
• Minimize roll forward rates through region-wise planning and robust execution.
• Align field recovery plans with broader organizational goals and contact center efforts.

2. Field Operations Management

• Lead and oversee field collection teams operating across

  multiple states

  .
• Create region-specific action plans based on demographic insights and delinquency patterns.
• Track performance through KPIs to ensure timely and efficient recoveries.

3. Team Leadership

• Manage and guide regional and zonal collection heads across geographies.
• Foster a culture of ownership, accountability, and ethical recovery practices.
• Drive continuous training and team development to enhance capability.

4. Process Optimization

• Strengthen coordination between field and contact center teams for better conversion.
• Implement process improvements using tech-enabled collection tools and dashboards.
• Ensure SOPs are followed uniformly across all regional operations.

5. Customer Relationship Management

• Encourage a respectful, solution-oriented approach in all customer interactions.
• Empower teams to offer structured repayment solutions for customers in hardship.
• Monitor field conduct and maintain customer experience standards.

6. Compliance & Risk Management

• Ensure end-to-end compliance with RBI guidelines, industry norms, and internal audit standards.
• Establish controls to prevent unethical practices and ensure grievance redressal.
• Work closely with compliance and legal for escalated recovery actions.

7. Stakeholder Engagement

• Liaise with internal teams Credit, Risk, Product, and Legal – for portfolio support and strategy.
• Provide regular performance updates to leadership, along with insights on risk pockets and recovery trends.

Required Qualifications & Experience:

• Bachelor’s degree in Finance, Business Administration, or related field (MBA preferred).

• Minimum 15 years

  of experience in collections, with a strong focus on

  field recovery for unsecured loans

  .
• At least

  7 years in a leadership role

  managing

  early bucket delinquency collections

  .
• Must have

  handled collections across at least 3 states

  with proven experience in regional operations.

Technical & Functional Skills:

• In-depth experience managing unsecured portfolios in the early-stage delinquency cycle.
• Strong leadership in driving performance across diverse geographies and teams.
• Proficiency in collection tools, MIS, and CRM platforms.
• Excellent negotiation, communication, and conflict-resolution abilities.
• Well-versed in compliance standards and ethical field recovery protocols.
• Strategic thinker with ability to drive operational efficiency and scalable solutions.