National Collection Head

Job Responsibilities:

• Develop and execute comprehensive recovery plans for delinquent accounts to ensure timely and efficient resolution.
• Monitor and analyze delinquent accounts, identify trends/patterns, and implement proactive measures to mitigate losses.
• Manage and lead a team of 10-15 members, including oversight of call centers and collection agencies.
• Collaborate with internal stakeholders such as Risk, Legal, and Operations teams to ensure recovery strategies align with organizational objectives and regulatory standards.
• Engage with customers via multiple communication channels (calls, emails, letters) to negotiate repayment terms and resolve disputes.
• Maintain detailed and accurate documentation of all customer communications, payment arrangements, and resolution progress.
• Recommend and implement effective collection strategies tailored to customer risk profiles and financial circumstances.
• Stay updated on industry best practices and regulatory requirements governing collections and recovery.
• Ensure compliance with all applicable laws and guidelines in the debt recovery process.
• Provide regular MIS and performance reports to management, highlighting key KPIs, challenges, and improvement areas.

Candidate Details:

• 10-15 years of relevant experience in Collections and Recovery within Fintech/NBFC/Financial Services sector.
• Proven experience managing large teams (10-15 members) and handling external collection agencies/call centers.
• Strong knowledge of regulatory frameworks related to collections and recovery.
• Demonstrated ability to design and implement effective recovery strategies.
• Excellent communication, negotiation, and people management skills.