Area Collection Manager - Manager - Lending Collections (Frontend)

Role Overview

The Area Collections Manager will be responsible for managing end-to-end collections across bucket segments, driving resolution strategies, ensuring portfolio health, and leading large on-ground and tele-calling teams. The role requires strong expertise in delinquency management, compliance, analytics, and team leadership.

Key Responsibilities

1. Bucket & Portfolio Management

• ● Manage collections across delinquency buckets (0–30, 31–60, and higher DPD segments)
• ● Improve resolution rates in both early and late buckets
• ● Focus on non-starter and delinquent accounts to prevent roll-forward
• ● Drive collection efficiency and overall portfolio health
• ● Monitor daily performance and ensure adherence to CAPE norms

1. Tele-Collections Management

• ● Handle soft delinquency buckets (0–30 & 31–60 DPD) through tele-calling strategies
• ● Design and optimize calling patterns based on customer risk profiling
• ● Improve dialer efficiency, call connect rates, and campaign performance
• ● Maximize early-stage resolutions to prevent migration to hard buckets

1. Field Collections & Risk Control

• ● Ensure strong field discipline (app usage, visit tracking, audit trails)
• ● Drive legal escalation for critical/high-risk cases
• ● Conduct audits to identify and mitigate portfolio risks
• ● Maintain strong governance and control mechanisms

1. Team Leadership & Vendor Management

• ● Lead large teams including Collection Managers, Team Leaders, and Executives
• ● Manage third-party/vendor collection agencies
• ● Allocate portfolios and set bucket-wise targets
• ● Conduct daily huddles, reviews, and performance tracking
• ● Coach teams on negotiation, objection handling, and resolution strategies

1. Target Achievement & Performance Delivery

• ● Drive monthly collection targets and improve resolution ratios
• ● Enhance PTP (Promise to Pay) conversion and kept rates
• ● Focus on First-Time Delinquent (FTD) customers to reduce future NPAs
• ● Ensure productivity metrics such as calls, RPC (Right Party Contact), and CE% are met

1. Compliance & Governance

• ● Ensure strict adherence to RBI guidelines and regulatory standards
• ● Handle escalations and customer grievances effectively
• ● Maintain ethical and compliant recovery practices
• ● Support internal and external audit requirements

1. MIS, Analytics & Reporting

• ● Track and analyze KPIs: CE%, RPC, PTP, dialer metrics, and resolution ratios
• ● Manage large portfolio data and generate actionable insights
• ● Identify gaps in collection strategies and recommend improvements
• ● Present performance reports and insights to senior management.

1. Key Skills & Competencies

• ● Strong expertise in collections strategy (early & late buckets)
• ● Proven leadership experience managing large teams and vendors
• ● Analytical mindset with strong MIS and reporting skills
• ● Knowledge of RBI regulations and compliance frameworks
• ● Excellent communication, negotiation, and problem-solving skills
• ● Ability to drive performance in high-pressure, target-driven environments