Area Collection Manager - Manager - Lending Collections (Frontend)

Role Overview

The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership.

Key Responsibilities

1. Bucket & Portfolio Management

• Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments)

• Improve resolution rates in both early and late buckets

• Focus on non-starter and delinquent accounts to prevent roll-forward

• Drive collection efficiency and overall portfolio health

• Monitor daily performance and ensure adherence to CAPE norms

2. Tele-Collections Management

• Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies

• Design and optimize calling patterns based on customer risk profiling

• Improve dialer efficiency, call connect rates, and campaign performance

• Maximize early-stage resolutions to prevent migration to hard buckets

3. Field Collections & Risk Control

• Ensure strong field discipline (app usage, visit tracking, audit trails)

• Drive legal escalation for critical/high-risk cases

• Conduct audits to identify and mitigate portfolio risks

• Maintain strong governance and control mechanisms

4. Team Leadership & Vendor Management

• Lead large teams including Collection Managers, Team Leaders, and Executives

• Manage third-party/vendor collection agencies

• Allocate portfolios and set bucket-wise targets

• Conduct daily huddles, reviews, and performance tracking

• Coach teams on negotiation, objection handling, and resolution strategies

5. Target Achievement & Performance Delivery

• Drive monthly collection targets and improve resolution ratios

• Enhance PTP (Promise to Pay) conversion and kept rates

• Focus on First-Time Delinquent (FTD) customers to reduce future NPAs

• Ensure productivity metrics such as calls, RPC (Right Party Contact), and CE% are met

6. Compliance & Governance

• Ensure strict adherence to RBI guidelines and regulatory standards

• Handle escalations and customer grievances effectively

• Maintain ethical and compliant recovery practices

• Support internal and external audit requirements

7. MIS, Analytics & Reporting

• Track and analyze KPIs: CE%, RPC, PTP, dialer metrics, and resolution ratios

• Manage large portfolio data and generate actionable insights

• Identify gaps in collection strategies and recommend improvements

• Present performance reports and insights to senior management.

8. Key Skills & Competencies

• Strong expertise in collections strategy (early & late buckets)

• Proven leadership experience managing large teams and vendors

• Analytical mindset with strong MIS and reporting skills

• Knowledge of RBI regulations and compliance frameworks

• Excellent communication, negotiation, and problem-solving skills

• Ability to drive performance in high-pressure, target-driven environments

• Seniority: Senior Level
• Education: Bachelor's degree required
• Languages: English