Role Overview

The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership.

Key Responsibilities

1. Bucket & Portfolio Management

. Manage collections across delinquency buckets (0-30, 31-60, and higher DPD segments)

. Improve resolution rates in both early and late buckets

. Focus on non-starter and delinquent accounts to prevent roll-forward

. Drive collection efficiency and overall portfolio health

. Monitor daily performance and ensure adherence to CAPE norms

2. Tele-Collections Management

. Handle soft delinquency buckets (0-30 & 31-60 DPD) through tele-calling strategies

. Design and optimize calling patterns based on customer risk profiling

. Improve dialer efficiency, call connect rates, and campaign performance

. Maximize early-stage resolutions to prevent migration to hard buckets

3. Field Collections & Risk Control

. Ensure strong field discipline (app usage, visit tracking, audit trails)

. Drive legal escalation for critical/high-risk cases

. Conduct audits to identify and mitigate portfolio risks

. Maintain strong governance and control mechanisms

4. Team Leadership & Vendor Management

. Lead large teams including Collection Managers, Team Leaders, and Executives

. Manage third-party/vendor collection agencies

. Allocate portfolios and set bucket-wise targets

. Conduct daily huddles, reviews, and performance tracking

. Coach teams on negotiation, objection handling, and resolution strategies

5. Target Achievement & Performance Delivery

. Drive monthly collection targets and improve resolution ratios

. Enhance PTP (Promise to Pay) conversion and kept rates

. Focus on First-Time Delinquent (FTD) customers to reduce future NPAs

. Ensure productivity metrics such as calls, RPC (Right Party Contact), and CE% are met

6. Compliance & Governance

. Ensure strict adherence to RBI guidelines and regulatory standards

. Handle escalations and customer grievances effectively

. Maintain ethical and compliant recovery practices

. Support internal and external audit requirements

7. MIS, Analytics & Reporting

. Track and analyze KPIs: CE%, RPC, PTP, dialer metrics, and resolution ratios

. Manage large portfolio data and generate actionable insights

. Identify gaps in collection strategies and recommend improvements

. Present performance reports and insights to senior management.

8. Key Skills & Competencies

. Strong expertise in collections strategy (early & late buckets)

. Proven leadership experience managing large teams and vendors

. Analytical mindset with strong MIS and reporting skills

. Knowledge of RBI regulations and compliance frameworks

. Excellent communication, negotiation, and problem-solving skills

. Ability to drive performance in high-pressure, target-driven environments

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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