Assistant Manager Collections

• Manage daily collections operations and ensure achievement of collection and recovery targets.
• Lead, coach, and mentor team leaders and collection executives to improve performance and productivity.
• Monitor collection strategies and implement action plans to reduce delinquency rates.
• Review team performance through regular audits, dashboards, and performance reports.
• Ensure compliance with banking regulations, company policies, and customer service standards.
• Drive customer-centric collection practices while maintaining professional and ethical recovery methods.
• Analyze portfolio trends, payment behaviors, and collection effectiveness to identify improvement opportunities.
• Handle escalated customer concerns and provide timely resolution.
• Collaborate with Quality, Training, Operations, and Business stakeholders to enhance process efficiency.
• Conduct performance reviews, coaching sessions, and team engagement activities.
• Prepare and present MIS reports on collections performance, productivity, and operational metrics.
• Support workforce planning, resource allocation, and capacity management initiatives.

Required Qualifications

• Bachelor's Degree in any discipline.
• 5+ years of experience in Banking Collections, Customer Support Operations, Recovery Management, or Financial Services.
• Minimum 2 years of team management experience.
• Strong understanding of collections processes, delinquency management, and customer service practices.
• Excellent communication, leadership, and stakeholder management skills.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Strong analytical and problem-solving abilities.

Preferred Qualification

• sExperience managing secured or unsecured loan collections, credit card collections, or retail banking portfolios
• .Knowledge of collection compliance, regulatory guidelines, and risk management practices
• .Experience in BPO, Banking, NBFC, or Financial Services environments
• .Exposure to quality management, process improvement, and performance management frameworks