Collection manager

1 day ago


Bengaluru Hyderabad Kolkata, India Hero Fincorp Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities

Key Responsibilities:

  • Lead, coach, and manage the collections call centre team to achieve collection and recovery targets.
  • Develop and execute collection strategies specific to the digital loan portfolio to maximize resolution rates.
  • Monitor call quality, team productivity, and adherence to compliance standards through regular audits.
  • Analyze collection data to identify bottlenecks, high-risk accounts, and areas for process improvement.
  • Collaborate with legal and operations teams for escalations and tough case resolutions.
  • Ensure compliance with RBI guidelines, NBFC policies, and fair debt collection practices.
  • Manage customer escalations and sensitive cases requiring managerial intervention.
  • Implement manpower planning including shift scheduling, attendance, and capacity management.
  • Conduct regular training, skill development, and performance appraisals to build a high-performing team.
  • Prepare and present detailed collection performance reports and forecasts to senior management.

Preferred candidate profile

  • Graduate.
  • 5+ years experience in collections, with at least 2 years in a managerial role in NBFC/fintech or banking.
  • Strong leadership and team management capabilities.
  • Good communication, negotiation, and interpersonal skills.
  • Basic knowledge about collection software, CRM tools, and MS Office.
  • Data-driven with strong analytical and problem-solving skills.
  • Knowledge of RBI guidelines, NBFC regulations, and fair debt collection practices.
  • Experience with manpower management and call center operations.
  • Ability to manage stress and multitask in a fast-paced environment.

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