Collections Manager

Job description

Role & responsibilities We are looking for an experienced and results-driven Collections Manager to lead collections for unsecured personal loans and business loans. The ideal candidate will have hands-on experience in managing both in-house teams and external collection agencies/vendors. This role requires strong leadership, compliance awareness, and the ability to drive recovery performance while maintaining a customer-centric approach.

Key Responsibilities:

• Lead and manage end-to-end collections for unsecured personal and business loan portfolios.
• Develop, implement, and monitor collection strategies to reduce delinquency and improve recovery rates.
• Manage a team of in-house collection officers and ensure daily, weekly, and monthly performance targets are met.
• Oversee and coordinate with third-party collection vendors/agencies across multiple geographies.
• Monitor vendor performance, ensure adherence to SLAs, and take corrective action where necessary.
• Ensure collections processes are compliant with regulatory and company standards, including fair practices and data privacy norms.
• Analyse portfolio performance, bucket-wise delinquency trends, and suggest process improvements.
• Collaborate with credit, legal, and operations teams to resolve disputes, handle escalations, and pursue legal recovery when required.
• Provide MIS reports and dashboards to senior leadership with insights and recommendations.
• Train and motivate team members to maintain high standards of collection efficiency and customer interaction.

Qualifications and Skills:

• Bachelors degree in Finance, Business, or a related field. MBA or equivalent preferred.
• 4 to 8 years of experience in retail loan collections, with at least 2 to 3 years in managing unsecured loans.
• Proven experience in managing both in-house collection teams and external vendors.
• Strong knowledge of collections strategy, skip tracing, and legal recovery processes.

Preferred candidate profile