National Collection Manager – SME

2 weeks ago

Mumbai, Maharashtra, India Protium Full time

Job Summary:

The National Collection Manager for SME Products (Lower Buckets) will lead and manage the collections process for early-stage delinquencies in the SME portfolio comprising of LAP / MFL & BL. This role involves strategizing, implementing, and monitoring efficient recovery processes, leveraging technology and analytics to ensure high collection efficiencies while maintaining customer relationships.

Key Responsibilities:

  • Collections Strategy & Execution:
    • Develop and implement strategies for managing lower bucket delinquencies in the large ticket LAP/MFL portfolio.
    • Set collection targets and ensure timely follow-ups to minimize flow into higher buckets.
      • Team Management:
        • Lead, train, and manage regional and zonal collection teams across the country.
        • Provide guidance and foster collaboration between field teams and legal teams for better resolutions
          • Process Optimization:
            • Streamline and standardize collections processes to ensure maximum efficiency.
            • Ensure adherence to regulatory and organizational compliance norms.
              • Technology Integration:
                • Leverage machine learning, predictive analytics, and CRM tools to identify at-risk customers and prioritize collection efforts.
                • Collaborate with tech teams to implement automated follow-up systems and real-time tracking of collections.
                  • Stakeholder Management:
                    • Work closely with credit, operations, and legal teams to resolve issues and escalate cases as needed.
                    • Liaise with external collection agencies and ensure adherence to service-level agreements.
                      • Data Analysis & Reporting:
                        • Monitor portfolio performance and provide insights through dashboards and MIS reports.
                        • Track KPIs, such as recovery rates, resolution time, and bucket movement, to ensure collection efficiency.
                          • Customer-Centric Approach:
                            • Maintain a professional and empathetic approach towards customers to build trust and long-term relationships.
                            • Ensure a balance between recovery efforts and preserving the company's brand image.

Key Performance Indicators (KPIs):

  • Collection efficiency rate in lower buckets.
  • Reduction in roll-forward rates to higher buckets and normalization
  • Team performance metrics (productivity, resolution rates).
  • Compliance with legal and regulatory standards.

Qualifications & Skills:

Educational Background:

  • MBA or Graduate in Business, Finance, or related field.

Experience:

  • 12+ years of experience in collections, preferably in LAP or secured lending products.
  • Proven experience in managing national or large-scale collection operations.

Skills:

  • Strong understanding of LAP /MFL and BL products and risk management.
  • Proficiency in using collection management systems, CRM tools, and analytics platforms.
  • Leadership and team management skills with the ability to inspire and motivate a large team.
  • Excellent communication, negotiation, and conflict-resolution skills.

Preferred Traits:

  • Experience working in a technology-driven collections setup.
  • Knowledge of regional languages and cultural nuances for better customer handling.
  • Strong analytical mindset with a focus on data-driven decision-making.

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