Zonal Manager - Collection

Designation: Zonal Manager – Collection

Location: Mumbai, Hyderabad, Kolkata, Delhi, Lucknow

Exp: 5 To 7 Years

Role Summary

The Zonal Manager oversees on-ground debt collection operations across the assigned zone,

handling buckets from 1 DPD to 180+ DPD. The role excludes any call center or digital

collections functions, which are centralized at Head Office. The Zonal Manager leads field

staff, state team leaders, and recovery agencies to drive efficient, ethical, and compliant

recovery performance.

Scope of Ownership

• 1–30 DPD (Old DPD customers)

• 31–60 DPD (High-risk overdue)

• 61–180 DPD (NPA & Recovery)

• 180+ Write-off recovery

• Field operations (FOS)

• State team leaders

• Recovery agencies

• Legal coordination and notice servicing

Excluded from scope:

• 0 Bucket (Centralized)

• Call Center (Centralized)

• Digital Collections (Centralized)

• SMS/WhatsApp/IVR/Bot campaigns

• Pre-due activities

Key Responsibilities

A. Field Operations Leadership

- Lead FOS teams across all states in the zone.

- Ensure 18–20 effective visits per FOS per day.

- Track visit compliance, geo-tagging, address verification, and follow-up actions.

- Push field reinforcement for high-risk customers.

B. 1–60 DPD Field Reinforcement

- Support conversion where call center couldn’t connect.

- Handle high-ticket and repeat defaulter cases.

- Ensure PTP-to-payment conversion through field visits.

C. 61–180+ Recovery

- Manage FOS + agencies for NPA and Recovery portfolios.

- Drive settlement closures, tough negotiations, and skip tracing.

D. Agency Management

- Monitor performance of recovery agencies.

- Review rural and semi-urban coverage.

- Ensure compliance, documentation, and ethical recovery.

E. Legal Coordination

- Coordinate Demand Letters, Arbitration, and Sec 138 Notices.

- Ensure service of notices via FOS/agencies.

F. MIS & Reporting

- Daily reporting on recovery %, field productivity, settlements, and DPD flow.

- Ensure accurate inputs from TLs and FOS.