Area Collection Manager - Manager - Lending Collections (Frontend)

Paytm

Hyderabad, Telangana, IndiaPosted 4 months ago

Skill Required

Businessanalyticaldesign

Key highlights

Lead large on‑ground and tele‑calling teams
Manage end‑to‑end collections across bucket segments
Ensure compliance with RBI guidelines and regulatory standards
Drive monthly collection targets and improve resolution ratios
Proven leadership experience managing large teams and vendors

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.

Responsibilities

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
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
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
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
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
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
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