Regional Collections Manager- Personal/ Business Loan

Role Purpose

To lead and drive collections performance for the Personal Loan and Business Loan portfolio across Bucket X and Bucket 1 for the Bihar (Patna) region, ensuring roll-back targets, minimizing flow-through to higher buckets, and managing a team of collection executives/tele-callers/field agents and collection agencies.

Key Responsibilities

• Own end-to-end collections performance (resolution %, roll-back, flow rates) for PL/BL portfolio in Bucket X and Bucket 1 across the Patna/Bihar region.
• Manage and drive productivity of in-house collection team and third-party collection agencies (DCAs) operating in the region.
• Monitor daily/weekly collection trends, bucket-wise flow and roll-rate MIS; take corrective action to control slippage into higher buckets (Bucket 2+).
• Ensure adherence to RBI/company collection guidelines, fair practice code, and code of conduct during recovery efforts.
• Conduct field visits, customer contact audits, and joint calls with team members to strengthen ground-level collection efficiency.
• Drive tele-calling and digital collection channel effectiveness (SMS, IVR, payment links, etc.) for early bucket recovery.
• Recruit, train, and manage performance of collection executives/field officers within the region.
• Coordinate with credit, risk, and operations teams for portfolio quality feedback and early-warning signal management.
• Manage agency empanelment, incentive structures, and agency performance reviews within Bihar.
• Ensure timely and accurate reporting of collection MIS, PTP (promise-to-pay) tracking, and settlement/restructuring cases as per policy.
• Handle escalations, customer grievances, and legal/compliance matters related to collections in the region.