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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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.

8. 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