Relationship Manager – Debt Service Management Group (DSMG)

About the Role

As a Relationship Manager – Debt Service Management Group (DSMG), you will manage an assigned Business Banking customer portfolio with a primary focus on pre-delinquency management, collections and timely recovery of outstanding dues.

The role involves building customer relationships, understanding financial situations, negotiating repayment plans and providing suitable solutions while following ICICI Bank's philosophy of Fair to the Customer and Fair to the Bank.

You will use data, technology and collection tools to monitor customer accounts, identify early warning signals, manage delinquent and Non-Performing Asset (NPA) portfolios, and coordinate with internal teams to ensure effective recovery and portfolio quality.

The role also requires field visits to customer business, residential and property addresses, along with close coordination with sales, credit and operations teams.

Key Responsibilities

• Collections & Recovery: Ensure timely collection and recovery of overdue payments through customer engagement, follow-ups, field visits and appropriate recovery measures.
• Customer Relationship Management: Build and maintain positive relationships with business banking customers while guiding them on repayment obligations and applicable RBI guidelines.
• Pre-Delinquency Management: Monitor customer accounts, identify early warning signals and take proactive steps to prevent accounts from becoming delinquent.
• NPA & PNPA Management: Manage both Potential NPA (PNPA) and NPA portfolios and initiate appropriate recovery actions.
• Field Collections: Conduct regular visits to customers business premises, residential addresses and properties as required.
• Negotiation & Resolution: Assess customers financial situations and negotiate suitable repayment plans and settlements.
• Compliance & Governance: Ensure adherence to bank policies, regulatory requirements, audit guidelines and ethical collection practices.
• Data Analysis: Analyse customer and portfolio data to identify collection trends, risks and recovery opportunities.
• Digital Collections: Encourage digital payment channels and maximise collections through digital modes.
• Cross-Selling & 360-Degree Banking: Identify customer requirements and collaborate with internal teams to offer suitable financial solutions.
• Stakeholder Management: Coordinate with sales, credit, operations and collection agencies to ensure effective portfolio management and timely resolution.

Eligibility & Key Skills

• Experience in collections, debt recovery, loan recovery, relationship management or business banking preferred.
• Understanding of banking products, loan servicing and collection processes.
• Knowledge of delinquency management, NPA and PNPA portfolios.
• Strong customer relationship and negotiation skills.
• Ability to analyse customer data and identify recovery opportunities.
• Good communication and problem-solving skills.
• Willingness to travel extensively for customer and field visits.
• Ability to work with internal stakeholders and external collection agencies.
• Knowledge of RBI guidelines, banking compliance and recovery procedures.

About the Debt Service Management Group (DSMG)

The Debt Service Management Group is a dedicated unit within ICICI Bank responsible for managing and recovering impaired debt across retail, rural and selected enterprise customer portfolios.

The group focuses on timely recovery of outstanding dues while maintaining positive customer relationships and ensuring regulatory compliance. Its collection strategies include tele-calling, field collections, digital payments, engagement with collection agencies, asset possession, settlements and legal recovery actions.

DSMG plays a critical role in maintaining portfolio health, minimising credit losses and supporting the bank's overall lending business.

Join ICICI Bank and contribute to effective debt management, customer relationship building and portfolio quality improvement.