Operations
Job Title: Zonal Collection Manager
About the Team:
The Collections team is responsible for managing overdue accounts, driving recovery performance, monitoring collection agencies and in-house teams, and ensuring compliance with applicable regulatory guidelines and the Code of Conduct. The team focuses on achieving collection targets, improving recovery efficiency, and minimizing credit losses across assigned territories.
About the Role:
The Zonal Collection Manager will be responsible for driving collection performance across the assigned zone, managing regional and branch-level collection teams, and ensuring the achievement of business and recovery targets. The role requires strong leadership, strategic planning, stakeholder management, and expertise in managing collection agencies and field operations while maintaining regulatory compliance.
Key Responsibilities:
Drive and achieve zonal collection targets across assigned products, branches, and delinquency buckets.
Develop and implement effective collection strategies to improve recovery rates, reduce roll-forwards, and control delinquencies.
Lead, manage, and monitor regional collection managers, branch teams, field executives, and collection agencies.
Review collection performance through regular MIS, productivity reports, and portfolio analysis, and take corrective actions wherever required.
Monitor collection agency performance, ensure optimal resource utilization, and drive accountability for assigned targets.
Ensure strict adherence to applicable RBI guidelines, regulatory requirements, internal policies, and the Code of Conduct.
Identify and control fraudulent practices, operational risks, and process gaps across collection operations.
Work closely with business, credit, risk, legal, and operations teams to resolve collection challenges and improve recovery outcomes.
Manage escalations related to overdue accounts, customer grievances, and field collection activities.
Ensure effective allocation of collection resources across branches and territories based on portfolio size, delinquency levels, and business requirements.
Drive employee productivity, performance reviews, capability building, and continuous improvement across the zonal team.
Prepare and present periodic collection performance updates, recovery forecasts, and action plans to senior management.
Skills and Competencies:
Strong expertise in collections, recovery management, and delinquency control.
Excellent leadership and team management skills, with the ability to manage large, geographically distributed teams.
Strong analytical and problem-solving abilities, with proficiency in collection MIS and performance tracking.
Excellent negotiation, communication, and stakeholder management skills.
Strong understanding of collection processes, agency management, and applicable regulatory guidelines.
Ability to drive results, manage escalations, and deliver targets in a high-performance environment.
Strong planning, execution, and decision-making capabilities.
Proficiency in MS Excel, reporting tools, and collection management systems.
A proactive approach to process improvement, operational efficiency, and risk mitigation.
Education and Experience:
Education: Graduate in any discipline. Postgraduate qualifications will be an added advantage.
Experience: 10+ years of relevant experience in collections and recovery management, preferably in banking, NBFCs, fintech, or financial services.
Prior experience in managing zonal or multi-location collection operations, large teams, and collection agencies is preferred.
Compensation:
Compensation will be commensurate with the candidate’s experience, expertise, and suitability for the role.