Job Description

Job Summary

We are seeking an experienced General Manager – Operations (Collections) to lead large-scale collection operations, drive portfolio performance, strengthen client relationships, and deliver sustainable business growth. The role will be responsible for recovery outcomes, operational efficiency, team productivity, profitability, and process excellence* across multiple branches, teams, and portfolios.

Key Responsibilities

• Collection Performance:* Own end-to-end collection operations and deliver portfolio-wise recovery, productivity, and efficiency targets.

• Business Growth:* Identify and develop new business opportunities, support portfolio acquisition, and contribute to revenue and business expansion.

• Operational Leadership:* Lead Team Managers and collection teams; optimize manpower, floor capacity, staffing, incentives, and resource deployment.

• KPI & Performance Management:* Drive performance through recovery %, productivity, ageing, roll rates, PTP, conversion, contactability, and other critical collection KPIs.

• Collection Strategy:* Develop and execute portfolio-specific strategies based on customer segmentation, ageing, geography, risk profile, and client requirements.

• Client Management:* Build and maintain strong relationships with banks, NBFCs, financial institutions, and other clients; lead performance reviews and resolve escalations.

• Quality & Compliance:* Ensure strict adherence to client mandates, regulatory requirements, internal SOPs, quality standards, and governance processes.

• MIS & Analytics:* Review daily, weekly, and monthly MIS; identify performance gaps, establish corrective actions, and provide clear business insights to management.

• Process Excellence:* Identify operational bottlenecks and implement process, technology, and productivity improvements to enhance recovery and reduce operating costs.

• Escalation Management:* Take ownership of critical client, customer, employee, and operational escalations and ensure timely closure.

• Cost & Profitability:* Control manpower and operational costs, optimize resource utilization, manage incentive structures, and drive branch/floor profitability.

• Leadership Development:* Build a strong second line of management through structured coaching, performance reviews, capability development, and succession planning.

• Governance & Reviews:* Establish a strong performance-driven culture through regular operational reviews, target tracking, accountability mechanisms, and corrective action plans.

Key Success Measures

The role will be measured primarily on: