National Recovery Lead

1 day ago

Mumbai, Maharashtra, India beBeeCollection Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

National Collection Head Job Description

About the Role:

This is a senior leadership position responsible for overseeing national field recovery efforts for early-stage delinquencies in unsecured loan products.

  • Key Responsibilities include developing and executing field recovery strategies to minimize roll forward rates through region-wise planning and robust execution, aligning with broader organizational goals and contact center efforts.

Main Duties:

1. Collection Strategy & Execution

Develop and execute effective field recovery plans for early-stage overdue unsecured accounts based on demographic insights and delinquency patterns.

  • Utilize data-driven approaches to drive collection performance and minimize risk.

Implement process improvements using tech-enabled collection tools and dashboards to ensure timely and efficient recoveries.

  • Collaborate with cross-functional teams to develop and implement regional action plans.
2. Field Operations Management

Lead and oversee field collection teams operating across multiple regions.

  • Foster a culture of ownership, accountability, and ethical recovery practices within the team.

Monitor performance through KPIs to ensure timely and efficient recoveries, and make data-driven decisions to optimize operations.

  • Evaluate and enhance team capabilities through continuous training and development programs.
3. Team Leadership

Manage and guide regional and zonal collection heads across geographies.

  • Provide coaching and mentoring to enhance leadership skills and capabilities.

Drive a culture of transparency, open communication, and collaboration within the team.

  • Foster a sense of ownership and accountability among team members.
4. Process Optimization

Strengthen coordination between field and contact center teams for better conversion.

  • Implement process improvements to enhance efficiency and effectiveness.

Ensure SOPs are followed uniformly across all regional operations.

  • Continuously monitor and evaluate processes to identify areas for improvement.
5. Customer Relationship Management

Encourage a respectful, solution-oriented approach in all customer interactions.

  • Empower teams to offer structured repayment solutions for customers in hardship.

Maintain high standards of customer experience and ensure that customer needs are met efficiently and effectively.

  • Monitor field conduct and maintain high standards of professionalism.
6. Compliance & Risk Management

Ensure end-to-end compliance with RBI guidelines, industry norms, and internal audit standards.

  • E stablish controls to prevent unethical practices and ensure grievance redressal.

Work closely with compliance and legal for escalated recovery actions.

  • Identify and mitigate risks associated with recovery operations.
7. Stakeholder Engagement

Liaise with internal teams – Credit, Risk, Product, and Legal – for portfolio support and strategy.

  • Provide regular performance updates to leadership, along with insights on risk pockets and recovery trends.

Establish strong relationships with stakeholders to ensure seamless collaboration and effective communication.

  • Foster a culture of trust, respect, and open communication within the organization.

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