Function: Collections / Credit Operations
Products: Secured & Unsecured Loans
To manage and drive collections and recoveries across secured and unsecured portfolios within the assigned area by leading collection teams, reducing delinquency, improving recovery rates, and ensuring compliance with company and regulatory guidelines.
Manage delinquent portfolio (Bucket 1 to NPA) for both secured and unsecured products.
Drive monthly collection efficiency, roll-back, and resolution targets.
Monitor DPD movement, bounce rates, and NPA levels and take corrective actions.
Handle hard bucket / chronic cases and high-value escalations.
Lead and manage collection managers, field officers, and agency staff.
Set daily / weekly targets and conduct regular performance reviews.
Train team on collection strategies, negotiation, and legal processes.
Ensure discipline, productivity, and adherence to field protocols.
Appoint, manage, and review external collection agencies.
Monitor agency performance, allocation, payouts, and compliance.
Take corrective actions for non-performance or policy deviations.
Handle critical customer escalations and negotiations.
Facilitate OTS, settlements, restructures, and closures as per policy.
Maintain customer dignity and ethical collection practices.
Coordinate with legal teams for SARFAESI, arbitration, court cases, and repossessions (for secured loans).
Ensure RBI, company policy, and code of conduct compliance.
Ensure proper documentation and audit readiness.
Prepare and present MIS, recovery trackers, aging reports, and action plans.
Analyze trends and recommend process improvements.