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Field Debt Manager

4 weeks ago

Patna, Bihar, India Navi Full time

About the Team

The Debt Management team is responsible for ensuring timely and efficient recovery of outstanding dues from customers. Their role involves designing, implementing, and optimizing collection strategies across various channels to minimize delinquencies and improve cash flow. The team focuses on balancing customer experience with recovery effectiveness by using data-driven insights, segmentation, and targeted action plans.

About the Role

We are seeking a proactive and experienced leader to join our Field Debt Management team as a Field Debt Manager. In this role, you will oversee and guide the team of Field Debt Management Executives responsible for recovering overdue payments from customers in our personal loans portfolio. You will ensure the team meets collection targets by monitoring field activities, providing coaching, and enforcing compliance with company policies and regulatory requirements. Your leadership will be essential in driving performance, improving recovery rates, and maintaining high standards of professionalism.

What We Expect From You

● Managing a team of ground Field Executives for effective & efficient recovery of overdue amounts from default customers through planned visits to customer addresses

● Ensure proper planning for effective recovery through strong execution; guide and motivate the field team to reach monthly targets

● Overview of day-to-day agent activities including regular performance monitoring, in-person visits for high-value accounts, and regular & timely follow-ups with customers

● Guide executives to increase contactability with customers and execute advanced loss prevention activities wherever applicable (i.e. skip tracing, fore-closures, etc.)

● Maintain fair collection practices in adherence with the code of conduct & legal guidelines and ensure that the team follows the same

● Ensure agents regularly attend all meetings, AHMs, and training sessions as required

● Highlight accounts requiring legal action and following process on the same

● Ensure that the team adheres to SOPs related to collection such as timely updation of feedback for assigned accounts, conducting in-depth review and audit of collection cases, alongside review and presenting a synthesis of high-value accounts on a weekly basis

● Run daily team stand-up/ huddle, ensure attendance and App adoption by the agent

● Ensure that you and the team are up to date on all relevant circulars and all products/services offered.

Must Haves

● Strong communication and influencing skills.

● Should have a geographical understanding of the specified area.

● 2 - 5 years of people management experience in sales, operations, customer experience or collections role.

● Should have a working knowledge of MS Excel and Google Sheets

● Should have high professional ethics and integrity

● Qualification: Any Graduate