Assistant Manager - Collection

The ideal candidate will have 5+ years of experience in collections, preferably within payday lending, consumer finance, digital lending, fintech, credit cards, personal loans, or other unsecured lending businesses. The candidate will be responsible for managing collection performance, improving recovery rates, leading collection teams, monitoring portfolio quality, and ensuring adherence to company policies and applicable regulatory requirements.

Key Responsibilities

Collections & Portfolio Management

• Manage end-to-end collections activities across assigned portfolios and delinquency buckets.
• Drive collection and recovery performance against monthly and quarterly targets.
• Monitor DPD, roll rates, cure rates, recovery rates, PTP, contact rates, and collection efficiency.
• Develop and execute collection strategies for early, mid, and late-stage delinquencies.
• Identify portfolio trends and recommend corrective actions to improve recovery performance.
• Work closely with internal teams to improve customer contactability and repayment outcomes.

Team Management

• Manage, coach, and motivate a team of collection executives/team leaders.
• Set individual and team-level targets and monitor performance on a daily/weekly basis.
• Conduct regular performance reviews, feedback sessions, and training programs.
• Identify performance gaps and implement action plans to improve productivity.
• Ensure adequate staffing and allocation of accounts across collection teams.

MIS & Performance Reporting

• Prepare and review daily, weekly, and monthly collection MIS.
• Analyze collection performance by agent, bucket, geography, product, campaign, and portfolio segment.
• Track key KPIs and provide actionable insights to senior management.
• Maintain accurate records of collection activities, commitments, and recoveries.
• Use data and portfolio analytics to identify opportunities for improving collections.

Process & Strategy

• Design and implement effective calling and follow-up strategies for delinquent customers.
• Optimize collection workflows, prioritization, and customer segmentation.
• Coordinate with technology/product teams to improve collection tools, dialers, CRM workflows, and automation.
• Evaluate the effectiveness of collection campaigns and recommend process improvements.
• Support implementation of digital collection channels such as SMS, email, WhatsApp, IVR, and automated reminders, where applicable.

Compliance & Quality

• Ensure all collection activities are conducted in accordance with company policies, applicable laws, regulations, and ethical collection practices.
• Monitor collection calls and customer interactions for quality and compliance.
• Ensure appropriate documentation and escalation of customer complaints and disputes.
• Work with Compliance, Risk, Legal, and Customer Support teams on collection-related issues.
• Maintain strict confidentiality and responsible handling of customer information.

Key Performance Indicators (KPIs)

• Collection Efficiency / Recovery Rate
• Monthly Collection Target Achievement
• Roll Rate / Delinquency Movement
• Cure Rate
• Promise-to-Pay (PTP) Conversion
• PTP Kept Rate
• Contact / Right-Party Contact Rate
• Agent Productivity
• Cost of Collection
• Customer Complaint & Quality Metrics
• Portfolio Loss / Recovery Performance

Required Skills & Qualifications

• 5+ years of experience in collections, preferably in consumer lending, payday/short-term loans, fintech, NBFC, credit cards, or unsecured lending.
• Minimum 12 years of team-management experience preferred.
• Strong understanding of collection processes and delinquency management.
• Good knowledge of collection KPIs, MIS, and portfolio performance metrics.
• Strong analytical and problem-solving skills.
• Excellent communication, negotiation, and customer-handling skills.
• Experience with CRM, collection management systems, dialers, and MIS tools.
• Good working knowledge of MS Excel; knowledge of reporting/analytics tools is an advantage.
• Ability to work in a target-driven and fast-paced environment.
• Strong leadership, ownership, and decision-making abilities.

Preferred Experience

Candidates with experience in the following sectors will be preferred:

• Payday / Short-Term Lending
• Digital Lending / FinTech
• Personal Loans
• Consumer Finance
• Credit Cards
• BNPL
• Microfinance
• Unsecured Lending

What We Offer

• Competitive compensation
• Performance-based incentives
• Opportunity to work in a fast-growing lending/fintech environment
• Career growth and leadership opportunities
• Exposure to portfolio strategy, analytics, and collections technology