Area Collection Manager ACM Ahmedabad

Key Responsibilities

A. Area Collection & Recovery Management

• Own and achieve monthly collection and recovery targets for the Ahmedabad area.(includes entire Ahmedabad & Gandhinagar area)
• Drive collection efficiency and improve recovery performance across the assigned portfolio - Products - Two wheeler loan, Personal Loans, Used TW loans, Used Car Loans recovery.
• Ensure timely follow-up and resolution of overdue and delinquent accounts.
• Monitor bucket-wise performance, bounce rates, overdue portfolio and recovery trends.
• Develop and implement area-level collection strategies to improve portfolio quality and reduce delinquency.
• Identify critical and high-risk accounts and ensure timely corrective action.

B. Team Management & Supervision

• Supervise and manage Team Leaders (TLs), Callers and Field Officers (FOS) responsible for collections across Ahmedabad.
• Allocate targets, portfolios and responsibilities to TLs and collection teams based on business requirements.
• Monitor the performance of TLs and ensure effective management of their respective teams.
• Conduct daily performance reviews and track achievement against individual, team and area-level targets.
• Monitor the productivity and effectiveness of Callers and FOS through regular reviews and field visits.
• Conduct regular field visits to monitor collection activities, customer follow-ups and team performance.
• Guide, train and coach TLs, Callers and FOS to improve productivity and recovery performance.
• Monitor attendance, field activity, productivity, PTP achievement and target achievement of the team.
• Ensure adequate field coverage and effective utilization of collection resources across Ahmedabad.

C. Portfolio Monitoring & MIS

• Review daily, weekly and monthly collection performance for the Ahmedabad area.
• Analyze collection efficiency, bucket movement, overdue portfolio, bounce trends and recovery ratios.
• Track PTPs, broken PTPs and pending commitments and ensure timely follow-up.
• Monitor the performance of TL-wise, Caller-wise and FOS-wise portfolios and targets.
• Prepare and maintain collection MIS and performance reports.
• Share regular performance updates, key observations and action plans with management.
• Ensure accurate reporting of collections, receipts and portfolio status.
• Take corrective measures wherever team or portfolio performance is below the required benchmark.

D. Customer & Stakeholder Management

• Handle customer complaints and escalated collection-related issues.
• Coordinate with Branch, Sales, Credit, Operations, Legal and Repossession teams, wherever required.
• Ensure effective resolution of customer issues while maintaining collection discipline.
• Negotiate repayment plans and settlements within approved company policies.
• Maintain professional customer relationships while ensuring timely recovery.
• Ensure all collection activities are carried out in accordance with company policies and applicable regulatory requirements.

Qualifications & Experience

• Graduate in any discipline; MBA/Postgraduate qualification will be an added advantage.
• 5 to 10 years of experience in collections/recovery, preferably in Banking, NBFC or financial services.
• Prior experience in handling TLs and field collection teams is preferred.
• Experience in managing field collections and delinquency portfolios.
• Experience in Two-Wheeler / Auto / Retail Finance collections will be preferred.
• Good knowledge of collection strategies, MIS reporting and MS Excel.
• Exposure to collection/field-force management systems will be an added advantage.

Candidate Required Skills

• Strong leadership and team-management skills.
• Excellent communication and negotiation skills.
• Strong follow-up and target-oriented approach.
• Analytical and problem-solving abilities.
• Good understanding of collection and recovery processes.
• Ability to manage TLs, Callers and FOS across a defined geographic area.
• Strong MIS preparation and performance-analysis skills.
• Customer handling and conflict-resolution skills.