Process Head

Role Overview

The Collection Process Head is responsible for overseeing and managing the end-to-end collections and recovery operations for assigned portfolios. This role ensures achievement of recovery targets, process compliance, and team productivity while maintaining strong client relationships and adhering to regulatory guidelines and with DRA certification.

Key Responsibilities

• Operational Management
• Lead, manage, and monitor daily collection & recovery operations across teams.
• Ensure achievement of monthly/quarterly collection and recovery targets.
• Implement and enforce standard operating procedures (SOPs) in line with client and organizational requirements.
• Team Leadership
• Manage and supervise Team Leaders and collection staff.
• Drive productivity through effective training, motivation, and performance monitoring.
• Plan manpower deployment and resource allocation for maximum efficiency.
• Client & Stakeholder Management
• Act as the primary point of contact for clients (banks/NBFCs/financial institutions).
• Ensure client escalations are addressed promptly with proper resolutions.
• Prepare and present MIS reports and dashboards for management and clients.
• Compliance & Quality
• Ensure compliance with RBI guidelines, client policies, and company norms.
• Monitor adherence to ethical collection practices and regulatory standards.
• Regularly audit process adherence and take corrective actions where needed.
• Performance & Reporting
• Track and analyze collection performance through MIS and data reports.
• Identify process gaps and implement improvement strategies.
• Provide daily/weekly/monthly updates to senior management on performance, risks, and opportunities.
• Strategic Initiatives
• Develop and implement strategies to maximize recovery while minimizing operational risks.
• Support digital/technology initiatives for process automation and efficiency.
• Ensure cost control while maintaining operational effectiveness.

Key Skills & Competencies

• Strong knowledge of collections & recovery process (Secured/Unsecured products).
• Excellent leadership, team management, and decision-making skills.
• Analytical and data-driven approach with expertise in MIS reporting.
• Strong negotiation and conflict resolution abilities.
• Ability to handle pressure, escalations, and client expectations.
• Knowledge of RBI, regulatory, and compliance guidelines in collections.

Qualification & Experience

• Graduate/Postgraduate (MBA preferred) with specialization in Finance/Operations.
• Minimum 8–12 years of experience in collections/recovery, with at least 3–5 years in a leadership role.
• Experience in handling large teams and multiple portfolios across locations.
• Strong exposure to client relationship management.

KPIs (Key Performance Indicators)

• Achievement of monthly/quarterly collection targets.
• Client satisfaction scores & escalation management.
• Portfolio efficiency improvement (bucket-wise resolution).
• Compliance adherence (zero tolerance for non-compliance).
• Team productivity & attrition control.

Job Type: Full-time

Pay: ₹35,000.00 - ₹60,000.00 per month

Benefits:

• Provident Fund

Work Location: In person