Collection manager
1 day ago
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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