Recovery Manager - Field Recovery - Unsecured Lending

About the role:

Jupiter offers Personal Loans through our NBFC partner Amica Finance (AFPL) and a co-branded Credit Card with CSB Bank.

You will own field recovery on our 90+ DPD and written-off book, working through a network of field agencies across India.

You will run recovery within strategy, settlement, and allocation frameworks set by the Head of Collections Operations, and your success depends on how well you drive agencies on the ground, recover cash, and keep every customer interaction fair and compliant.

What you will do:

1. Drive field recovery:

- Deliver monthly recovery targets on the 90+ DPD and written-off book, primarily through field agencies.

- Execute allocation across agencies and geographies, and flag accounts better suited to tele-recovery or legal action.

- Track daily field productivity: visits, customer contact, promise-to-pay, and conversion to cash.

- Go on field visits in key geographies to understand ground realities and coach agency teams.

- Close settlements within approved discount grids and escalate exceptions as per the approval matrix.

- Use skip tracing to locate customers and convert promises into successful payments.

2. Manage agencies closely:

- Onboard new agencies and support empanelment due diligence.

- Hold weekly reviews with agency owners and supervisors on performance, staffing, and conduct.

- Maintain agency scorecards and recommend allocation increases, recalls, or exits.

- Compute and validate agency payouts, incentives, and penalties.

3. Keep recovery clean:

- Ensure every field agent has valid police verification, ID and authorisation letters, and conduct training.

- Enforce RBI Fair Practices Code and Recovery Agent guidelines.

- Run field audits and surprise checks, and resolve complaints involving field staff with root-cause and corrective action.

4. Report and coordinate:

- Maintain agency and geography-level MIS on allocation, visits, PTP, cash collected, cost of recovery, and complaints.

- Coordinate with Legal on pre-legal notices, Section 138 and Section 25 PSS Act cases, arbitration, and Lok Adalat for resistant accounts.

How success is measured:

Recovery amount and resolution rate on the 90+ and write-off book, PTP-to-cash conversion, agency scorecard performance, cost of recovery, cash remittance TAT and reconciliation accuracy, and complaint ratio and audit findings (target: zero critical findings).

What you bring:

1. Must have:

- Graduate in any discipline.

- 5 - 7 years in collections and recovery at a bank, NBFC, or fintech, with at least 3 years in field recovery on 90+ DPD or written-off unsecured portfolios (personal loans, credit cards, or BNPL).

- Hands-on experience managing multiple field agencies, including reviews, payouts, and performance action.

- Strong negotiation skills and maturity in handling difficult customers and situations.

- Working knowledge of RBI guidelines on recovery agents and fair practices.

- Comfort with Excel-based MIS and data-driven agency reviews.

- A clean conduct and audit record in previous roles.

2. Good to have:

- Existing network of reliable field agencies.

- Experience with field collections apps, geo-tracking, and digital receipting.

- IIBF DRA certification.

- Hindi and at least one regional language.