About the role
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
1. 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
1. 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
1. 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
1. 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
1. 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
1. 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.
1. 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