Assistant Collections Manager

We are looking for a hands-on collections professional to lead our in-house tele-calling team for early bucket (130 DPD) resolution, with secondary responsibility for monitoring field and agency recovery performance up to the 90 DPD bucket. The role is primarily about daily floor management, call quality and discipline in the early bucket — where most delinquency can still be resolved without field intervention — supported by close tracking of field and agency output on cases that flow beyond 30 days.

Key Responsibilities :

Primary – In-house Tele-Calling Team (1–30 DPD)

• Own resolution and roll-back targets for the 1–30 DPD bucket through the in-house calling team.
• Manage daily floor operations: allocation, dialer/campaign planning, call plans, shift coverage and break discipline.
• Monitor agent-level productivity daily — calls attempted, connects, contact rate, PTPs taken, PTP kept ratio, collections per agent and talk time.
• Drive call quality: audit recordings, score calls, correct scripts, negotiation approach, tone and compliance with customer conduct norms.
• Coach, train and performance-manage callers; run daily huddles, weekly reviews and refresher training for new joiners and low performers.
• Ensure accurate and timely disposition, remarks, PTP capture and follow-up in the collections system with no data gaps.
• Manage payment facilitation — payment links, UPI, digital receipting — and follow up on PTP breaks and bounced/failed payments.
• Escalate high-value, disputed or high-risk accounts and coordinate handover of non-responsive cases to the field team before roll-forward.

Secondary – Field & Agency Monitoring (up to 90 DPD)

• Track field and agency performance on 31–90 DPD accounts: allocation coverage, visit compliance, resolution rate and recovery value.
• Review daily field MIS — visits done vs planned, geo-tagged visit proof, feedback quality and receipt/deposit timelines.
• Monitor agency-wise resolution against targets, flag underperformance and support corrective action plans with the field manager.
• Verify agency invoices, payout workings and cash/cheque deposit reconciliation before approval.
• Ensure field and agency activity complies with RBI Fair Practices Code, recovery agent guidelines and internal code of conduct; track and close customer complaints arising from field visits.

Reporting & Analytics

• Publish daily, weekly and monthly collection dashboards covering bucket-wise resolution, flow rates, roll-back, PTP performance and agent/agency scorecards.
• Conduct root cause analysis on non-resolution and flow into higher buckets; recommend corrective actions on allocation, scripting or channel mix.
• Prepare presentations for senior management highlighting trends, risks and recommendations.

Process Improvement

• Identify gaps in calling strategy, allocation logic and channel sequencing (SMS/IVR/WhatsApp/call/field) and propose improvements.
• Support adoption of dialer, digital collection and AI/automated reminder tools, and measure their impact on early bucket resolution.

Key Requirements :|

• Education : Bachelor's degree in Finance, Business Administration or a related field.
• Experience : 4–8 years in banking/NBFC/fintech collections, with at least 2 years managing an in-house tele-calling team; exposure to field/agency monitoring preferred.
• Domain Knowledge : Strong understanding of retail/SME/consumer lending products, early and mid delinquency buckets, PTP-driven calling models, dialer operations and agency management.
• Soft Skills : Strong people management and coaching ability, communication, stakeholder management, problem solving and high personal integrity.

Technical Skills

• Advanced MS Excel / Google Sheets for MIS, allocation and scorecards.
• Hands-on with dialer/CRM/LMS and collections platforms; familiarity with call quality monitoring tools.
• Proficiency in PowerPoint for management-level reporting.
• Plus: hands-on SQL and Power BI.

What Success Looks Like in This Role

• Improved 1–30 DPD resolution and reduced flow into 30+ buckets.
• Higher contact rate, PTP kept ratio and collections per caller month on month.
• Reliable, timely MIS that management can act on without rework.
• Zero conduct or compliance escalations from calling and field activity.