Job Description

Job Description: Area Collection Manager - Retail Unsecured (Flow Collections)

Location: Hyderabad
Role Type: Team Handling + Agency Management
Business Unit: Retail Unsecured Loans - Flow Collections (DPD 1-90)

Role Summary

The Area Collection Manager (ACM) - Retail Unsecured Flow Collections is responsible for managing earlystage delinquency (0-90 DPD) for unsecured loans in the Hyderabad region. The role includes managing a team of Collection Managers/Executives, supervising external collection agencies, ensuring highquality field operations, and driving portfolio resolution while adhering to compliance and fair practices.

Key Responsibilities

1. Flow Collections Management

• Drive collections for retail unsecured flow buckets (0-90 DPD).
• Achieve monthly resolution, roll-back, and flow rate targets.
• Ensure prompt follow-ups, customer connects, field visits, and payment closures.
• Implement bucket-wise strategies to reduce delinquency and improve portfolio health.

2. Team Handling

• Lead and manage a team of Collection Managers / Field Executives.
• Track team productivity: calls, visits, promises-to-pay, and resolutions.
• Conduct daily and weekly review meetings to monitor bucket performance.
• Provide coaching on negotiation, skip tracing, objection handling, and customer engagements.

3. Agency Management

• Manage multiple collection agencies across Hyderabad.
• Allocate and monitor agency loads, performance, and resolution efficiency.
• Ensure agencies follow compliance, RBI fair collection practices, and company code of conduct.
• Conduct agency audits, scorecards, and periodic performance evaluations.

4. Portfolio Analysis & Risk Control

• Analyze delinquency trends and identify high-risk accounts.
• Work with risk, credit, and analytics teams to address problem segments.
• Resolve escalated or sensitive accounts with tact and policy understanding.
• Control forward flows and improve roll-back rates.

5. Customer Interaction & Issue Resolution

• Handle escalations, disputes, settlement discussions, and special cases.
• Ensure smooth customer experience while maintaining recovery focus.
• Promote voluntary payment channels and digital collections.

6. Reporting & MIS

• Maintain accurate MIS for:
  • Daily collections
  • Bucket-level performance
  • Team productivity
  • Agency performance scorecards
• Share daily, weekly, and monthly dashboards with senior leaders.
• Ensure data accuracy and audit readiness.

Skills & Competencies

• Strong understanding of unsecured loans & flow collections
• Experience managing agencies and large field teams
• Excellent negotiation and customer handling skills
• Knowledge of RBI guidelines and fair collection practices
• Analytical ability to read delinquency & portfolio trends
• Strong communication, leadership, and people management
• Proficiency in Excel, dashboards, and collections systems (dialer/CRM)

Qualifications & Experience

• Graduate (MBA preferred)
• 5-10 years of experience in unsecured collections
• 2+ years of team-handling experience
• Preferred: Experience managing agencies and flow buckets in metro markets like Hyderabad