RPMG:Portfolio Manager - Emerging Market - Field - End To End

About Retail Portfolio Management Group

The Retail Portfolio Management Group (RPMG) plays a strategic role in managing the bank s retail receivables, with a sharp focus on loss containment, cost efficiency, and portfolio sustainability. Through advanced analytics, technology-driven processes, and close collaboration with Credit, Risk, and Product teams, RPMG ensures risk-calibrated policy execution.
RPMG engages delinquent customers with multiple repayment solutions and financial counseling, promoting responsible credit behavior and long-term financial health. This approach aligns with the bank s overarching Growth, Profitability, and Sustainability (GPS) strategy, positioning RPMG as a key contributor to operational resilience and financial performance.

About the Role
Portfolio manager is to manage day-to-day collections activities across assigned customer accounts (secured or unsecured), ensuring timely follow-ups, resolution of overdue amounts, and adherence to recovery guidelines. The role focuses on customer interaction, payment follow-ups, agency coordination, and supporting the achievement of collection targets. The role also requires strict adherence to processes within the ambit of the bank s policy framework, regulatory principles, and prevailing banking norms to ensure compliant and ethical collections practices.

Key Responsibilities
Account Follow-Up & Recovery: Contact delinquent customers through calls, field visits, or digital channels to recover outstanding dues. Ensure timely follow-up on overdue cases and maintain accurate records of customer commitments and payments. Negotiate repayment terms, settlements, and payment plans within defined policies.

Customer Handling:
Maintain a professional and empathetic approach while handling customers. Educate customers on consequences of default and assist in resolving grievances related to repayment.

Vendor Management:
Appoint and onboard collection vendors as per business requirements. Develop and maintain adequate field strength through vendor networks to service delinquent customers effectively. Ensure vendors comply with all regulatory, legal, and bank-defined collection policies and guidelines. Arrange and maintain a pool of DRA-trained (Debt Recovery Agent) field staff for secure and compliant doorstep recovery.Coordination & Support: Coordinate with field collection agencies and internal teams to support recovery efforts. Escalate high-risk cases or disputes to the senior manager for further action. Ensure documentation and data accuracy for collections MIS and reporting.

Compliance & Policy Adherence:
Adhere strictly to collection guidelines, regulatory norms (RBI), and code of conduct. Ensure customer data privacy and follow ethical collection practices at all times.

Qualifications
Optimal qualification for success on the job is:

Qualifications:
Graduate in any discipline (preferably commerce, finance, or business) 1-4 years of experience in collections, customer service, or recovery roles Experience in BFSI, NBFC, or fintech sector is preferred

Role Proficiencies:
For successful execution of the job, the candidate should possess the following: Good communication and negotiation skills Basic understanding of loan products and collection processes Ability to manage targets and work under pressure Proficiency in MS Excel or collection tools (CRM or collection apps) Strong interpersonal skills and customer service orientation Team player and collaboration