Zonal Manager - Collections

Designation - Zonal Manager - Debt Collection

Exp - 3 To 5 Years

Location - Kolkata, Delhi, Hyderabad, Mumbai, Lucknow

Job Summary;

The Zonal Manager oversees on-ground debt collection operations across the assigned zone, handling buckets from 1 DPD to 180+ DPD. This role excludes call centre and digital collections which are centralized at the 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 & 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 assigned states.

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

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

B. 1–60 DPD Field Reinforcement

- Handle high-risk cases not resolved by central calling.

- Drive physical follow-up and PTP-to-payment conversion.

C. 61–180+ Recovery

- Manage agencies for NPA and write-off portfolios.

- Ensure tough case closures, settlements, and skip tracing.

D. Agency Management

- Monitor agency performance and rural/semi-urban coverage.

- Ensure compliance and ethical collection practices.

E. Legal Coordination

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

- Ensure proper service of notices.

F. MIS & Reporting

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

- Ensure accurate data from TLs and FOS.

KPI & KRA

Performance KPIs:

- Recovery % for 1–60 DPD

- NPA recovery performance

- Write-off recovery output

- Field productivity (18–20 visits/day)

- Address verification accuracy (>90%)

- Settlement realization rate

People & Compliance KRAs:

- Maintain manpower and reduce attrition

- Ensure DRA compliance

- Zero harassment or behavioural complaints

- Enforce 100% field app compliance

- Documentation accuracy

Please apply now at shraddha.adsare@fatakpay.com