Function: Collections
Reporting To: Regional Collection Manager
To manage flow delinquency (early-stage buckets) for secured loan products across the assigned area by driving timely collections, minimizing roll-forwards, improving bounce control, and ensuring adherence to compliance and customer-centric collection practices.
Manage flow accounts (0–90 DPD / Bucket 0–2) for secured loan portfolios.
Ensure high collection efficiency and prevent slippages into higher buckets.
Monitor EMI bounce trends, early warning signals, and pre-NPA movement.
Implement bucket-wise and product-wise collection strategies.
Lead and manage Team Leaders, Collection Officers, and Field Executives.
Assign daily routes, targets, and follow-up plans.
Conduct daily huddles, weekly reviews, and productivity tracking.
Train team on customer handling, negotiation, and compliance norms.
Manage external collection agencies for flow accounts.
Review agency productivity, allocation logic, and performance metrics.
Ensure agencies follow RBI guidelines and company code of conduct.
Handle key customer escalations and high-value flow cases.
Support regularization, PDC/NACH resolution, and bounce clearance.
Maintain a customer-friendly and ethical approach.
Ensure strict adherence to RBI guidelines, fair practice code, and internal policies.
Avoid customer grievances through proper documentation and communication.
Coordinate with credit / ops teams for account corrections and root-cause fixes.
Track and analyze DPD movement, roll-rate, bounce %, and collection efficiency.
Prepare daily, weekly, and monthly MIS for management review.
Suggest process improvements to reduce early delinquency.