Operations Manager

Position:

Department:

Location:

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