Zonal Collection Manager

Key Responsibilities

Portfolio & Collection Management

• Achieve monthly, quarterly, and annual collection targets assigned for the zone.
• Drive collections across all delinquency buckets (Current, B0B6+, Pre-NPA, NPA, and Write-off portfolios).
• Track and reduce roll-forward percentages while improving roll-back and regularization rates.
• Monitor Pre-NPA accounts and drive timely reversals to prevent slippages into NPA.
• Improve overall recovery performance, collection efficiency, and portfolio quality across the assigned territories.
• Ensure daily monitoring of collection MIS, productivity, and field performance.

Team Leadership

• Lead and manage Regional Collection Managers, Area Collection Managers, Telecalling teams, and Field Collection Executives.
• Recruit, train, coach, mentor, and develop high-performing collection teams.
• Set performance objectives and conduct regular performance reviews.
• Drive employee engagement, accountability, and productivity across the zone.

Agency Management

• Manage empanelled collection agencies and ensure optimal utilization.
• Conduct regular agency performance reviews and productivity assessments.
• Monitor agency compliance with company policies, regulatory requirements, and agreed SLAs.
• Identify and eliminate fraudulent or unethical collection practices.
• Recommend agency onboarding, renewal, suspension, or termination based on performance.

Recovery Strategy

• Develop bucket-wise and geography-specific collection strategies.
• Implement innovative recovery initiatives to improve collections.
• Utilize legal, repossession, settlement (OTS), and alternate recovery mechanisms wherever appropriate.
• Coordinate closely with Legal, Operations, Credit, Sales, and Customer Service teams to maximize recoveries.

Compliance & Governance

• Ensure strict adherence to RBI guidelines, Fair Practices Code, Data Privacy regulations, and all applicable laws governing collections.
• Ensure all internal teams and external agencies follow ethical collection practices.
• Conduct regular audits of field activities and agency operations.
• Ensure complete documentation of recovery activities and customer interactions.

Customer Resolution

• Engage with delinquent borrowers to negotiate repayment plans and settlements.
• Resolve customer grievances professionally while maintaining customer experience standards.
• Handle escalated collection cases and provide appropriate resolutions.

MIS & Reporting

• Prepare and publish daily, weekly, and monthly collection reports.
• Analyze delinquency trends, recovery performance, bucket movements, and agency productivity.
• Present actionable insights and improvement plans during management reviews.
• Drive data-based decision-making for portfolio improvement.

Stakeholder Management

• Work closely with Sales, Credit, Risk, Operations, Legal, Customer Service, and Finance teams.
• Coordinate with repossession vendors, legal partners, and external recovery agencies.
• Build strong relationships with internal and external stakeholders to improve collection effectiveness.

Key Performance Indicators (KPIs)

• Collection Efficiency (%)
• Roll Back Rate
• Roll Forward Rate
• Pre-NPA to Standard Reversal
• NPA Recovery
• Flow Rate Management
• Recovery Percentage
• Agency Productivity
• Field Productivity
• Legal Recovery Performance
• Compliance Score
• Customer Complaint Ratio
• Portfolio Delinquency
• Resolution TAT

Required Qualifications

• Graduate in any discipline (MBA preferred).
• Minimum 7–10 years of experience in Retail Asset Collections.
• At least 3–5 years of experience managing a multi-state collection portfolio.
• Experience in Vehicle Finance, Two-Wheeler Finance, NBFC, Banking, or Retail Lending is mandatory.
• Experience handling field collections, agency management, legal recovery, repossession, and telecalling operations.

Required Skills

• Strong knowledge of retail lending collections.
• Expertise in delinquency management and portfolio analytics.
• Agency management and vendor governance.
• Team leadership and people management.
• Strong negotiation and conflict resolution skills.
• Knowledge of RBI guidelines, repossession processes, and recovery regulations.
• Analytical mindset with strong MIS interpretation skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in Microsoft Excel, and collection management systems.

Behavioural Competencies

• Leadership and decision-making
• Ownership and accountability
• Strategic thinking
• Result orientation
• Integrity and ethical conduct
• Problem-solving ability
• Customer-centric approach
• Adaptability and resilience

Key Challenges

• Managing collections across geographically diverse states with varied market dynamics.
• Maintaining high recovery performance while ensuring complete regulatory compliance.
• Controlling delinquency and minimizing NPA growth without impacting customer experience.
• Driving consistent performance from multiple external collection agencies and field teams.
• Balancing business growth with portfolio quality and operational risk management.

Travel Requirement

Frequent travel across Andhra Pradesh, Telangana, Maharashtra and Odisha to review branch performance, agency operations, field activities, and key collection accounts.