Manager / Senior Manager - Collections - Gurgaon / Gurugram - confidential

    confidential
    confidential Gurgaon / Gurugram

    3 days ago

    Full time
    Description

    Key Responsibilities:

    1. Agency Management

    • Identify, onboard, and manage third-party collection agencies.
    • Set performance benchmarks and SLAs; monitor agency performance against targets (bucket-wise, product-wise).
    • Conduct regular reviews, audits, and training sessions to ensure agency adherence to policies and compliance norms.
    • Resolve escalations and disputes involving external collection partners.

    2. Calling Team Supervision

    • Lead, mentor, and manage the in-house collections call centre team.
    • Implement dialler strategies, call scripts, and training modules for improved efficiency.
    • Ensure quality assurance, call monitoring, and adherence to fair practices and regulatory guidelines (RBI, DND, etc.).
    • Manage manpower planning, hiring, and retention for the calling team.

    3. Strategy & Execution

    • Design and implement end-to-end collection strategies for early- and late-stage buckets (e.g., soft, hard, write-off).
    • Analyse collection trends and data to drive recovery strategies and optimize resource allocation.
    • Coordinate with product, credit, and legal teams for account resolution strategies.

    4. Compliance & Reporting

    • Ensure adherence to regulatory and internal compliance requirements.
    • Maintain accurate MIS and dashboards to track collection performance, agency metrics, and team KPIs.
    • Prepare and present periodic reports to leadership on portfolio health, collection efficiency, and recovery forecasts.

    Required Qualifications:

    • Graduate/Post-Graduate in Business, Finance, or related field.
    • Proven experience in collections management, preferably in NBFCs/Banks/Fintech.
    • Strong understanding of delinquency management, risk controls, and regulatory compliance.
    • Experience working with collection agencies and tele-calling operations.
    • Proficiency in MIS, analytics, and collection tools (diallers, CRM).
    • Excellent leadership, negotiation, and communication skills.
    • High ownership mindset and ability to work under pressure.
    • Strong ethical foundation and customer empathy.
    • Tech-savvy with familiarity in digital collections and automation tools.

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