To lead and manage the collections team for unsecured loan products (personal loans, business loans.) across the assigned region. The role requires strategizing, implementing, and monitoring collection processes to ensure portfolio health, compliance, and minimization of delinquency.
Develop and implement regional strategies for collections on unsecured loan portfolios.
Drive early bucket collections (0–90 DPD) and reduce roll-forwards.
Set up and manage field and tele-calling agencies.
Ensure adherence to RBI and company guidelines during the collection process.
Hire, train, and manage a team of Area Collection Managers, Team Leaders, and field executives.
Monitor agency performance; set benchmarks, KPIs, and SLAs.
Regularly review agency productivity and take corrective action where required.
Track collection efficiency, resolution rates, and portfolio performance.
Publish daily, weekly, and monthly MIS reports to management.
Forecast regional collection targets and ensure achievement.
Ensure compliance with internal audit and regulatory standards.
Conduct regular audits of field teams and agencies for adherence to code of conduct.
Proactively address customer grievances and escalations.
Liaise with credit, operations, legal, and customer service teams to resolve account issues.
Coordinate with legal teams for escalated accounts involving recovery action.
Strong knowledge of unsecured loan products and collection dynamics.
Proficient in analytics, portfolio monitoring, and recovery techniques.
Excellent leadership, negotiation, and interpersonal skills.
Ability to work under pressure and manage multiple stakeholders.
Familiarity with collection software, CRM systems, and MS Excel.
Graduate/Postgraduate in Business Administration, Finance, or a related field.
Minimum 8 years of relevant experience in retail unsecured loan collections, with at least 3–5 years in a regional managerial role.