Business Operations - Manager - Lending Collection

About Us:  Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

Job Summary: We are seeking a diligent and detail-oriented Audit and Compliance Operations Executive to join our Collection Unit. The ideal candidate will play a crucial role in ensuring that all collection processes adhere to regulatory requirements, organizational policies, and industry standards. This position involves monitoring, auditing, and providing insights to enhance compliance and operational efficiency while minimizing risk. The Compromise Settlement Process Operation Executive will manage and oversee the end-to-end compromise settlement process within the collection unit. This role ensures timely, efficient, and complaint resolution of settlement cases while balancing recovery goals and customer experience. The executive will act as a liaison between internal teams and external stakeholders

Key Responsibilities:

Settlement

1. Process Management: Manage the end-to-end compromise settlement process, including case identification, evaluation, approval, and closure. Ensure all settlements are processed in line with internal policies, regulatory guidelines, and delegated authorities. Maintain detailed and accurate records of all settlement negotiations and decisions.
2. Case Evaluation and Approval: Assess customer accounts and validate settlement offers based on financial viability and recovery strategies. Prepare detailed proposals and seek necessary approvals in accordance with the Delegation of Approval (DOA) framework. Ensure adherence to established approval limits and escalate cases requiring higher-level authorizations to relevant authorities. Monitor and ensure timely decision-making within the DOA hierarchy to maintain process efficiency.
3. Reporting and Documentation: Prepare regular reports on settlement cases, recovery achieved, and operational efficiency. Maintain an audit trail for all settlement transactions to ensure compliance and accountability.
4. Cross-functional Coordination: Work closely with collection managers, legal teams, and compliance officers to ensure smooth execution of settlements. Liaise with cross-functional team, Lenders, Collection team and vendors or third-party agencies involved in the compromise settlement process.
5. Compliance and Risk Management: Adhere to all regulatory requirements and internal policies related to collections and compromise settlements. Identify potential risks in the settlement process and escalate issues to senior management when necessary.
6. Continuous Improvement: Recommend process improvements to enhance settlement efficiency and recovery rates. Stay updated on industry trends and best practices in compromise settlements and collections.

Audit and Monitoring: Conduct regular audits of collection activities, ensuring adherence to internal policies, regulatory guidelines, and industry best practices. Review collection documentation, processes, and systems for accuracy and compliance. Monitor agent performance and compliance with scripts, escalation protocols, and customer interaction guidelines. Compliance Management: Ensure the collection unit complies with applicable laws and regulations (e.g., consumer protection, data privacy, and fair debt collection). Identify non-compliance risks and recommend corrective actions. Collaborate with regulatory bodies during inspections and audits as required. Process Improvement: Analyze audit findings and provide actionable recommendations to enhance operational efficiency and compliance. Develop and implement standard operating procedures (SOPs) to ensure robust compliance frameworks. Participate in creating or updating policies to address emerging compliance challenges. Vendor and Third-Party Oversight: Conduct audits of third-party collection agencies to ensure alignment with organizational and regulatory standards. Review vendor reports and compliance metrics, escalating deviations to management. Customer Complaints and Incident Management: Investigate and resolve escalated customer complaints related to collections. Identify trends in complaints and propose measures to mitigate future occurrences. Ensure timely reporting of compliance-related incidents and follow through on resolutions. Reporting and Documentation: Prepare detailed audit reports, compliance assessments, and performance reviews for management. Maintain accurate records of audits, corrective actions, and compliance activities.

Why Join Us: 1.  A collaborative output driven program that brings cohesiveness across businesses through technology  2.  Improve the average revenue per use by increasing the cross-sell opportunities 3.  A solid 360 feedback from your peer teams on your support of their goals 4.  Respect, that is earned, not demanded from your peers and manager

Compensation : If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!